Contact Centre Customers

Sector Overview

Consumer expectations of today’s contact centres are set higher than ever. With smart phones and tablets giving high-speed, self-service access to accurate, detailed information, users of contact centres now require ever greater speed, insight and service from their contact centre interactions.

Voice callers will soon no longer tolerate being held in lengthy queues for indeterminate amounts of time, or being handled by a barely-informed agent; already many email and web chat users have little confidence that their electronic communications will elicit a useful or timely response.

In the multi-channel world of today and tomorrow, consumers will demand immediate access to the information they need, whenever and in whichever form they want it.

All of this poses significant challenges to contact centre operators, whether in enterprise, public sector or business process outsourcing. Redwood technology meets and exceeds the demands posed by recent and forthcoming developments, enabling provision of world-class voice, text, email and web chat services for all types of organisations, whilst promoting efficiency, data security and cost optimisation.

Redwood’s contact centre solutions are available for complete or modular stand-alone or overlay deployment anywhere in the world, via on-premise or in-cloud delivery models.

RedContact™ provides multi-channel Automated Contact Distribution (ACD) functionality, enabling customers to interact with contact centres via their preferred devices across voice, SMS, email and web chat channels. Blended queuing enables different channels to be prioritised based on configurable rules in the same multimedia inbox, ensuring agents receive the most appropriate communications in the most logical order. Agents can access all communications through the iPath® softphone and Personal Portal, or through a range of legacy on-premise devices.

RedResponse® and the RTFlow™ Service Creation Environment enable fast configuration of fully customisable self-service information formats, enabling thousands of interactions to be processed automatically. Onward skills-based routing to the agent workforce enables seamless identification of the most appropriate agent to handle any enquiry, regardless of physical agent location even in a geographically dispersed contact estate. Routing logic and agent skill levels are completely configurable through the easy-to-use administration portal, via criteria such as agent cost, experience or media competence.

Through integration with RedLock™, the flexible automated and agent-assisted payment application, Redwood’s level 1 Payment Card Industry (PCI) compliant systems enable secure over-the-phone card transaction processing. Customers are connected to the payment system through a fully automated service flow, or organically whilst in conversation with a contact centre agent. The latter model ensures a fully secure payment experience, but retaining the benefit of human customer interaction, supporting the customer through the payment process.
Additionally, RedRecorder™ ensures that all voice calls, including payment transactions, can be securely recorded and stored.

Furthermore, integration with RedDial® creates a fully functional outbound as well as inbound contact centre environment, introducing a range of outbound dialling features such as Telephone Preference Service (TPS)-compliant predictive and power dialling.

Meanwhile Computer Telephony Integration (CTI) provides screen pops to agents, conveying customer details such as contact name and history, ensuring that outbound communications are completed as effectively as their inbound equivalents.

Through RTIntegrate™ APIs, Redwood provides a range of value-added services, such as click-to-contact – consumers can enter their contact details and select a time to be contacted by an agent. Here, RedDial ensures that a qualified agent is available at the specified time and sets up the end-to-end communication path to the consumer, which may even include details of web page viewing history in order to maximise agent knowledge and effectiveness at the point of contact.

Integration with CRM systems, such as salesforce.com, enables contact centres to leverage and refresh existing contact lists.