Your Contact Center Solution Plays a Pivotal Business Role

Your contact center plays a pivotal role in meeting the needs of your customers and driving revenue for your business. To meet objectives, contact center managers must tap into analytics, pinpoint areas of growth, and equip their employees with proper training.

Equipping employees with the right platform can mean the difference between satisfied customers and customers who take their frustrations to social media. Customer satisfaction has a direct effect on revenue.

We understand your need for a contact center solution that comprehensively addresses customer demands.

Stay competitive with a contact center solution

Contact Center Software Makes a Difference

Using effective contact center software is just as important as having well-trained customer service representatives (CSRs). Improving key performance indicators is easier when you put the right tools in the hands of CSRs, supervisors, and managers. Making the right strategic technology decision is central to assessing your agents’ KPIs as well as the overall health of your call center. Whether you want to improve call routing or increase your company’s channels of communication, Packet Fusion can help you select the best technology for your needs.

Multi-Channel Communication

Communicate with your customers the way they want to by offering multiple ways to connect. When you increase the avenues to your company, you’ll decrease the likelihood of frustrated clients. Customers who dislike phone calls can opt for an email, while others may prefer the convenience of a quick chat message. From phone calls and texting to email and social media, your communication options will satisfy generational preferences, time constraints, and more.

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Queuing

Queuing helps ensure customer needs are satisfied quickly and effectively. With automated call routing, you can direct customers to employees with the appropriate expertise. A modern contact center solution can help you reduce those lengthy call wait times and call forwarding that leave customers frustrated.

Take Advantage of Call Queuing

Reporting

Reporting software transforms raw metrics into a story that tells your customer’s experience. Many contact center managers struggle to turn reports into actionable information. That’s why it’s important to leverage technology to turn data into analytics, revealing how satisfied—or dissatisfied—customers are.

Improve Call Center Operations

CRM Integration

Integrating your CRM with a contact center solution allows for automatic customer information retrieval in a systematic manner. With CRM pops, you provide your CSRs with background details to effectively answer a call, respond to a text, or reply to an email.

Gain CRM Pops

Contact Center Support You Can Rely On

Packet Fusion’s contact center support empowers you to fully leverage your technology by giving you a team of contact center experts. This service provides professional insights to help contact centers interpret their metrics, and our training services empower managers to improve those metrics. There are a variety of ways we provide support for our clients with contact centers:

Targeted Improvement

Specific data helps you make precise improvements. We provide our clients with guidance on identifying, analyzing, and interpreting the most important metrics. The analysis provided by Packet Fusion can help execute company-wide change to better serve your customers.

Support for Onboarding CSRs

The best contact center platform falls short without equipped agents. It’s important that the excellence of your technology is matched by well-trained customer service agents. In addition to giving your CSRs an effective platform and CRM integration, we can provide your agents with training that improves metrics. The result is equipped agents who understand how to operate call center technology and represent your company well.

Continuous Training

When turnover occurs, we can help your contact center manager smoothly onboard and train new agents with monthly online seminars as well as one-on-one training. The goal is to lessen the impact of new CSRs on your customer service and business operations.

Ultimately, We Help You Satisfy Your Customers

Satisfying your customers is the reason you operate a contact center. To meet this objective, we help your call center reduce long wait times, call forwarding, dropped calls, and other roadblocks to optimal service. With better data, better queuing, and better training, you’ll have the tools you need for customer satisfaction.

In addition to these support services, we’ll help you navigate contact center solutions so you find the technology that best complements your company.

Our Expertise in Contact Center Technology and Support

It’s frustrating—but not unusual—to have a telephony solutions provider who doesn’t understand the unique needs of your contact center. Successful contact centers are made up of a combination of technological sophistication and consistent CSR support—Packet Fusion provides both. You can rely on our team’s years of expertise in contact center operations to help you reach your objectives.

After diving deeply into the needs of your business, we’ll pinpoint the software that aligns with your goals and help you understand its capabilities. We’ll also share our knowledge of contact center metrics and how to translate this data into action.

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The Packet Fusion Promise

Every business claims it exists to meet the needs of its customers. But we take this a step further. We know there’s only one way to serve you well, and it’s this: to empower you to serve your clients.

When you partner with Packet Fusion, you’ll join a team who makes your goal, their goal. If your customers are happy, then so are we. That’s our promise to you.

Empower your agents, improve your metrics, and satisfy your customers with contact center solutions.