Presence Back Office is a solution that integrates back office tasks generated in the contact centre into the single contacts management queue.
The administrative activities derived from the call centre generate a large amount of work that is often difficult to manage efficiently. With Presence Back Office, call centre agents will be able to manage administrative tasks within the single queue, in the same way that they manage, for instance, a voice call. Presence Back Office can interact with any ACD, with CRM applications for customer management and with IVR tools. In this way, any administrative task derived from voice calls, mail, SMS, etc…, interactions with IVR’s or in the CRM can be treated by agents in their off-peak hours.
Presence Back Office will provide many advantages in the management of the customer care centres:
- Reduction of the stops in the call centre, as agents will not need to log off of the system to undertake back office tasks, the call manager will receive the task as another phone-based interaction
- Statistical control of back office management from the ACD and from the CTI software
- Assignment of back office tasks according to occupational criteria, agent specialization, etc
- Blending management with all other channels
