With customer experience (CX) becoming crucial to winning and retaining customers, companies are having to invest in omnichannel solutions in order to maintain their advantage. To help businesses gain the most value out of such platforms, Telviva delivers its contact centre solution as a managed service, rather than just a subscription for a software suite.
Delivering good CX requires more than just software; increased personalisation is key, while there are also compliance and regulatory requirements to be met as a result of working with personal information. As a managed service, companies can draw on Telviva’s extensive experience in deploying contact centre solutions and locally developing integrations with a variety of back-end systems, which is crucial to enhancing the customer experience. Businesses and contact centre operators also stand to benefit from dedicated local support teams and proactive support.
Telviva’s Managed Contact Centre as a Service offering consists of five key elements that ensure the technology can help businesses meet their objectives.
Advanced needs analysis
Telviva has been building contact centre expertise beyond the core professional services team, empowering more business development specialists to better understand customers’ challenges and put forward the most appropriate solutions. This includes a solid grasp of inbound, outbound and blended contact centres, as well as understanding how emerging technologies like automation, artificial intelligence (AI) and conversational bots could be utilised to enhance a particular customers’ CX.
Increasingly, businesses are also looking for a seamless experience when transferring calls between customer-facing and back office staff; while most vendors will only accommodate contact centre solutions, requiring customers to invest in two separate communications systems, Telviva easily bridges both worlds with Telviva One. Beyond just synchronising voice, video and chat to bring together contact centre staff and other employees, Direct Routing can even enable agents to transfer calls to a Microsoft Teams user in the back office.
In addition, the team will be able demonstrate the solution to the customer, as well as do the initial project scoping.
Project planning and implementation
Following the initial needs analysis, Telviva’s teams will develop a project plan to implement the identified solution. Contact centre projects are often complex implementations, as they include integrations with products from different vendors and include multiple stakeholders. For example, a contact centre might require standard or regulatory-compliant cloud-based call recording for staff training, dispute resolution, compliance or security reasons, want to use Messaging on Hold to redirect, educate and inform existing and potential customers about their brand and products, or add WhatsApp for Business as an additional digital communications channel.
Beyond bringing the different parties together, Telviva’s experienced project teams will be able to cut through the technical jargon and ensure that everyone understands what is being said and what is required of them.
Adoption of service
Once the project planning is complete, Telviva can carry out the implementation and initiation of the contact centre service, and a dedicated service manager (the company has one in each region) will be involved in this process. This ensures that the respective service managers understand what customer requirements are, what the contact centre KPIs are, and engage at an operational level with contact centre managers and supervisors in order to ensure that the requirements are met.
To further enable internal teams, Telviva has put together extensive training modules consisting of videos and documentation for agents, managers, administrators and others.
Service management
A typical handover between implementation and support teams can be difficult when there are complex implementations, as the support team has not been involved and lacks any context. To address this, Telviva has introduced a process whereby support engineers take part in certain aspects of the project in order to make the support process more seamless. This can include sitting in during the initial scoping or design process, when the professional services teams are doing the final configuration of the solution, or other areas. Being present during these key times ensures that the support team is better aligned.
Then, there our service managers carry out site visits on a rotational basis, and report back to the business and address any concerns. This includes the monitoring of contact centre key performance indicators (KPIs) need to be reported on, such as drop rates, lost calls and more. With Telviva’s proactive reporting, real-time analytics from any contact centre are regularly pulled through, and a service manager is alerted if any issues are identified.
Customer support
A key component to delivering contact centre solutions as a managed service is that Telviva doesn’t simply install some software and then wish a business well before sending them on their way. As a technology provider, we fully comprehend the crucial importance of customer service in the modern world, and partners with our customers so that they meet their objectives and targets.
Telviva has a dedicated local support team, comprising senior support engineers, who are solely involved in servicing contact centre customers, and form part of the company’s Network Operations Centre (NOC). The NOC keeps an eye out on all contact centre customers and has proactive reporting so that any software or hardware issues that are brought up can be managed and resolved by the support team – ideally before the customer has even noticed.
Whether you require a basic solution or a full-function omnichannel operation, our highly experienced professional service team will help you evaluate the best fit for your needs and your digital journey. Transform your contact centre into a value centre – contact us today.
By Kelvin Brown, Director at AnD Communications, a Telviva subsidiary
