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Contact Center

Embedded voice in omni-channel customer service 

 

Improved customer experience and efficiency

Well performing omni-channel customer service has 360 view to customers. Additionally, up-to-date customer information is in the center of all the operations and available to be utilized by the contact center professionals in each customer interaction.

First call resolution (FCR) is improved significantly when background information is used for routing the calls directly to the best know-how in the organisation. This immediately means better customer experience and shorter customer hold times.

To be able to predict and plan resourcing for the peak hours in the customer service - reporting needs to be up to date. With the history data and chosen metrics the customer service managers can use artificial intelligence (AI) to predict the future peaks and scale the resources accordingly.

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Voice embedded into Salesforce omni-channel framework

  • Benemen completes the Salesforce Omni-Channel offering by bringing in voice calls, external call routing and call queue management accompanied with full operator infrastructure for mobile, fixed line
    subscriptions and enterprise traffic through cloud.
  • Functionality includes Open CTI integration, Omni-Channel, Callback handling, Call recording, IVR, configurable workflows and reporting.
  • Our product Benemen Cloud CTI for Salesforce is available on Salesforce AppExchange

 

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Microsoft Voice Integration

Seamless voice integration to Microsoft infrastructure

  • Benemen aims to be the most versatile mobile and fixed line telephony and contact center solution provider globally in the Microsoft ecosystem with a strong expertise in company-wide call routing.
  • Benemen has been working and developing solutions in O365 and D365, using all available enterprise data to realize intelligent, effective and customer experience centric ways to handle call and contact routing and connectivity.

 

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Communications Reporting

Reporting

  • Reporting service offers all the tools for analysing all communication events and behaviour taking place in the organization.
  • Data can be easily transformed into visual reports.
  • Predefined and tailored dashboards and templates for different business levels, functional needs and roles.
  • Advanced reporting functionality is powered by Qlik.

 

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Communications Reporting
Cloud Based Call Center and Switchboard

Call Center and Switchboard

  • Efficient and intelligent tools for handling inbound contacts
  • Cloud-based, operator and terminal independent solution
  • Prompt access to the customer related information
  • Smart routing and real-time traffic management tools for controlling incoming contacts
  • Check availability of persons with proper skills or expertise
  • Examples of other features: recording of all calls, call cost optimization, on-line monitoring and CRM integrations

 

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