XO Interactive releases “Contact
Center On-Demand” a SIP-based, highly scalable and feature rich
virtual ACD to deliver telephony infrastructure for client
contact centers and At-Home agents alike.
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XO Interactive announces a technology
partnership with RightNow Technologies to combine Contact Center
On-Demand with RightNow Service™ and deliver this feature-rich
and highly scalable solution under a single agreement.
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Overview
These days, geographically dispersed businesses often face an up-hill battle when it comes
to consolidating their inbound telephone calls. The result: frustrated customers, exorbitant telecommunication
costs and widely dispersed technology assets difficult to keep current, consistent and operable.
Think Locally Act Globally (TLAG) is a voice portal designed to provide a centralized inbound solution to organizations
with geographically dispersed points of presence. TLAG allows “big box”, Global 1000 retailers
and other organizations with multiple locations to have local store calls routed to a central
location using a nationwide VoIP network and land on the Genesys Voice XML self-service platform.
Value Proposition
Eliminate
dispersed technology, maintenance and the resources required for
its support
Ensure all
calls are handled consistently with QC recording, monitoring &
storage
Centralized
customer activity reporting as input for rapid deployment
changes
Leverage
speech applications to complete transactions with automation at
a lower cost
Improve the
overall customer experience
Eliminate
the need for multiple numbers (local, toll free, etc.)
Provide
greater in-store productivity for personnel
Generate
thousands of dollars in additional revenue per day per location.
Leverage
additional solutions like automated outbound and enterprise
queuing & routing
TLAG allows local callers to tap into a centralized and consistent menu. Callers are
quickly and efficiently routed to the most appropriate location (i.e. the store called,
centralized contact center or other location) depending on their specific requirements and
client-controlled queuing and routing strategies. Local staff is free to handle in-store
customers while prospective customers can utilize the complete
set of assets available from the organization.
