Additional Contact Center Technologies
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- PURL (Personal URL) campaigns
- PURLs are a combination of email and web technology that allows us to send customized links to your customers. An email can be sent with a link like www.johnsmith.mycompany.com to John Smith. When John clicks on the link he is directed to a web page that has been customized with his information such as a listing of specific services he may be interested in.
- Bilingual capabilities
- We can provide Spanish and English call center services with in-house staff. Additional languages can be supported by partnering with a third party translation service.
- Skills based routing
- Skills based routing is employed by both our email and call center inbound systems to ensure the proper CSR responds to a customer's request. Prompts are provided to the customer and based on their selection their call or email is routed to the CSR group with the proper training to best answer the customer’s questions.
- Knowledge based systems
- Many of our clients’ support and marketing questions can be supported by our robust CRM prompting system. Our call system has the capability to build in multiple question and answer prompts that our CSRs can select based on their conversation with the caller. For more advanced technical issues we employ web based knowledge base systems with enhanced search and response capabilities.
- Custom reporting
- ACS is known for the custom reporting capabilities we provide to our customers that go beyond the canned reports typically available. Because every client’s project has its unique aspects we craft our reports around the specific needs of the client.
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