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Technological means

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The evolution from call centers to contact centers has also had an influence on technology. Its adaptation occurred in two different ways: by integrating multi-channel strategies and by developing techniques allowing improving efficacy on inbound and outbound calls.

- New applications for multi canal activities

Web and mobiles phone apparitions have created the possibility for clients and prospects to reach their customer service through different channels: e-mail, chat, webcall, webcall back, SMS. Moreover these new habits came along with a lesser use of classical mail.

This dematerialization of relations, the multiplication of contacting tools and the interactivity need have been an impulse for the apparition of CRM solutions, able to integrate all these tools. ARMATIS uses tools such as Dynamics CRM by Microsoft or SUGAR CRM.

 

Thanks to this, companies can now have a 360° vision of their customers and are able to trace the history of their relation with them.

 

- Increase the treating rapidity of calls and emails

 

Technological means have also been serving productivity by developing solutions able to gain in treating time and in targeting quality.

Improvements have especially been made in intelligent e-mail treating thanks to text analyzing allowing orientating the e-mail towards the appropriate department.

Concerning outbound calls treatment, call predictive tools have evolved in a quick way and allowed to increase comfort and easiness of our agents’ job.

 

- The evolution from predictive dialing to progressive dialing: from now on, the agent doesn’t need to dial the number himself, it is the phone dialing it automatically. That way he gains in time and avoids mistakes.

- The evolution from progressive dialing to predictive dialing: the system automatically sends calls towards the group of agents, eliminating voice mail as it only recognizes human voices.

This totally eliminates the frustration due to voice mail and having to re-call the customer.

Besides, this new mode of calling has created a productivity growth from 20 to 30% in contact centers.

 

Serving quality and efficacy, ARMATIS technological means are constantly being innovated. That is because a large part of our investments are dedicated to renewing and improving our equipments. Furthermore, our teams are passionate about technology and they offer every day their new ideas of improvement, their knowledge and their will of innovation for their company.