Pathcom Inc: Customer Contact Centers

Pathcom Inc
40 Lloyd Avenue, Suite 106
Malvern, PA 19355
USA

Phone: (610) 640-3724
Toll Free: (800) 836-7284
Fax: (610) 647-8024
Email: pathcom@pathcominc.com

Pathcom Inc
1311 Old Freeport Rd.
Pittsburgh, PA 15238

Phone: (412) 968-9166
Fax: (412) 968-9162

CUSTOMER CONTACT CENTERS:

Contact centers provide an introduction to your organization. With an effective contact center, your customer service level is enhanced, leading to greater customer loyalty and improved profitability and sales.

Pathcom is an authorized dealer for Mitel and NEC. Both manufacturers offer solutions for small to mid-sized contact centers or large enterprise organizations.

Contact centers can start small with a basic ACD and reporting packages. As requirements increase, additional features can be added.

Some common features are:

AUTOMATIC CALL DISTRIBUTION:

Calls are distributed evenly to make greater use of resources as well as provide improved customer service.

HISTORICAL REPORTING AND REAL TIME MONITORING:

These reports enable the supervisor to see how efficiently agents are working. Information such as this will help supervisors to decide whether more agents need to be hired, or if more need to be scheduled during certain times of the day. It will also demonstrate who is working effectively.

DYNAMIC CONTROL OF AGENTS AND QUEUES:

Scheduling of agents can be done “on the fly” as business activity changes during the day.

INTELLIGENT QUEUE:

Features include intelligent messaging, voice callbacks, enhanced routing, reporting capabilities, database verification, and screen pops.

MULTIMEDIA CONTACT CENTERS:

Today’s contact center customers want the flexibility to contact you in the media of their choice – voice, email, web chat, or fax – and expect you to be just as responsive in these media as you traditionally have been on the phone. As a result, businesses need a solution that allows them to efficiently integrate and maintain service levels across all types of communication, as well as monitor and report on them.

CONTACT CENTER SCHEDULING:

Contact Center supervisors are provided with forecasting and scheduling capabilities to optimize skill and labor requirements to align with call traffic.

INTERACTIVE VOICE RESPONSE:

Read / write access to customer database information can be provided based on unique identifiers, or menu selections, designed to meet the specific needs of individual contact center’s business processes. Speech recognition and text-to-speech are options that make your contact center more user friendly and productive.

OUTBOUND DIALING:

Outbound Dialing enables businesses to efficiently conduct outbound call center tasks, such as marketing campaigns and sales follow-up. Outbound dialing can be used to level out inbound traffic peaks and valleys with outbound dialing tasks.

REMOTE AGENTS:

Agents can work in a remote location or at home, yet still be part of a contact center by utilizing IP technology. You can grow your contact center beyond the limits of its current facilities without increasing overhead – or eliminate the physical center altogether. You can offer agents the option of working at home without the need, expense or hassle of a daily commute. You also can recruit new agents from outside your geographic area of operation without requiring them to relocate.