Contact Center Solutions

As part of the Cisco Unified Communications system, DPS Unified Contact Center Solutions enable organizations to create unique customer centric experiences.

By combining network elements with unified communications and customer contact applications, contact centers can readily handle large volumes of customer interactions-whether voice phone calls, video, e-mail, or Web-based communications to provide superior customer service.

The comprehensive portfolio of Cisco customer contact solutions offers more efficient, effective, and accurate service, resulting in increased customer satisfaction. Contacts are routed to the most appropriate agent, based on business rules and objectives.

Advanced computer-telephony-integration capabilities provide call event and customer profile information to an agent’s desktop.

With the flexibility afforded by products such as the Cisco Unified Mobile Agent, agents can work from home or while traveling. With automated voice self-service solutions, many calls do not require agent assistance.

Cisco voice self-service solutions use automated speech recognition and text-to-speech to enable callers to obtain personalized answers to increasingly complex questions and conduct business in new and innovative ways.

Customers can, for example, pay bills, order products, and track deliveries, all without the costs of interacting with a live agent.

The open architecture of Cisco Unified Customer Voice Portal allows callers to access content also used in Web-based interactions, resulting in a consistent customer experience, regardless of the self service media channel.

For more information on our Contact Center Solutions, please contact your local DPS office or email us at info@dpsciences.com.