Contact Center as a Service
Make Your Customer Experience What Sets You Apart
Boost your customer experience and agent efficiency with a cloud-based solution that orchestrates customer interactions across all channels, presenting them in a single user interface. Our as-a-service model enables continuous updates and ongoing proactive monitoring.
Omnichannel Management
Communicate with Customers Wherever They Are
Easily manage inbound and outbound customer communications using a variety of traditional and digital channels.
Not sure you’re ready to take them all on at once? Because we built our platform with stand-alone modules, you can add channels and functionality as your business needs arise.
Better Customer Experience
Integrate multiple channels into a single dashboard for simple agent management.
Improve Agent Productivity
Deliver a personalized experience across all channels by uniquely identifying customers.
Complete Visibility for Management
Eliminate long customer wait times with callback requests across an array of channels.
The as-a-Service Advantage
Instead of your current IT staff putting out your contact center fires, we proactively manage and update your system.
Advanced Routing
Delivering Consistency and Personalization
As customers jump between channels and agents, they expect a fully connected process. By bringing together your company’s key data sources and all customer interactions, we can route customers in a way that delivers real continuity and personalization.
Customer Journey & Sentiment
Use contact interaction history to ensure that requests are routed to the right agent.
CRM Database
‘Dip’ into any data source to search for caller details, prioritizing and routing callers based on the information.
Agent Skills
Assign inbound communications to the most suitable agent instead of simply choosing the next available.
Business Rules
Route and distribute inbound communications based on business rules like holidays, inquiry types, business hours, and more.
MultiChannel Callback
Eliminate Long Wait Times that Lead to Frustrated Customers
Waiting for agent availability is frustrating. Reduce abandoned calls by allowing your customers to request a callback, whether immediately or scheduled, from both your voice and digital channels without losing their place in line.
Outbound Dialer
Optimize Your Agent’s Outreach
Eliminate busy tones, voicemails, and disconnected calls from agent’s daily activity allowing them to focus more time on helping customers and closing deals. With Preview and Progressive options, you can build and track a variety of campaign types.
Agent & Supervisor Dashboards
Easy-to-Use, Easy-to-Manage
Enable agents and managers to manage concurrent customer interactions, across all channels, in a single application. Managers additionally have complete control over day-to-day activities, enabling them with real-time queue information across all channels.
Voice of the Customer
Analyze and Improve Your Customer Satisfaction
Our Voice of the Customer (VoC) features allow the capture, storage, and analysis of customer satisfaction feedback through feedback surveys and agent wrap-ups.
the advantages of the as-a-service model
Free Your IT Staff and Have Proactive Contact Center Management
With the as-a-service model, Netrix will proactively manage your contact center, taking care of issues before they impact your environment and ensuring your customer service is continuously running the latest software updates an is free of technical hiccups.
Our Contact Center Partners
Interested in learning more?
Contact Netrix today to speak with an expert.
