ICR Evolution stood up the solution in just three weeks, starting with a pilot within the first two weeks. In addition to the benefits of a could based software, EVOLUTION offers a blended mode for agents to make and receive calls depending on traffic and SLAs.
Inbound contacts are routed intelligently to the best available agent and rules have been defined based on the sales opportunity, resulting in a high level of service including out of hours.
Outbound contact lists can be easily uploaded and customer data is visible to the agent, enabling them to focus on providing a great experience and closing the sale. Supervisors easily control performance and can work on business rules in real time.
Users also benefit from a live chat feature on the website where they can complete certain transactions, improve trust and loyalty.