Customer contacts are a valuable asset. They must not fall into the wrong hands and must be managed in compliance with GDPR. Unlike most solutions available on the market, innovaphone Contact Center applications can be installed completely in your in-house data center without a cloud service and without the corresponding security risks. “As is the case throughout our entire product portfolio, there is also the option to rent the solution as well as purchasing it, thus shifting the expenditure from CapEx to OpEx. All updates are included in the rental fee, ensuring that the infrastructure is always up-to-date. In terms of the number of call agent workstations, you have the same flexibility as with a cloud solution,” explains Dagmar Geer, CEO, innovaphone AG.
In addition to the telephone service, Contact Centers provide various other contact options such as chat, email or SMS. With the myApps business platform, innovaphone offers customized, fully integrated app solutions for customer management, which can raise customer satisfaction to a new level. The innovaphone Switchboard App provides a modern, professional telephone switchboard workstation for efficient call processing and transfer of customer contacts. The call agents benefit from the intuitive user interface in a responsive design. The Contact Widgets App allows customers to easily get in touch via chat, video call or email without time-consuming hurdles such as filling in contact forms or clicking on potentially dubious links. The myApps contact center solution is rounded off by the new Queue Board App, which can contribute to noticeably higher customer satisfaction through intelligent call management. For example, the number of callers and the waiting time can be analyzed by the call agent or supervisor at a glance. Several waiting loops can be recorded in parallel and the call distribution optimized accordingly.
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