REDWOOD contact centre solutions
The gateway to loyal, profitable relationships
Technologies designed and built by Redwood form the core of organisation-critical contact and communication centre installations in more than 60 countries. They are built for today’s multi-channel, multimedium customer relationships, capable of accommodating interactions from fixed and mobile networks, the web, email, social networks, IPTV and proprietary packet-switched or circuit-switched infrastructures.
Redwood platforms can be deployed as the foundations of a contact centre site, or to provide a layer of intelligent, value added services to an existing installation. The open communications architecture of RTSinfonia and the intuitive graphic interface of the RTComposer service creation environment enables the rapid development of hardware-independent services that are fully featured, robust and scalable.
Redwood contact centre solutions adapt and scale in line with the needs of the business, while building in new levels of flexibility that allow the introduction of advanced new services without the need for extensive reinvestment:
- Full contact centre functionality, with Automated Call Distribution (ACD) across multiple sites, Computer Telephony Integration (CTI) and compatibility with industry-standard turrets
- Blend Interactive Voice Response (IVR) and agent handling to maximise contact centre efficiency and optimise customer service
- Intuitive, dashboard-based instant management – real-time tracking, agent-by-agent, and contact-by-contact
- Built-in monitoring and richly detailed recording capabilities, for compliance, training and quality control
- Calls and customer records can be transferred simultaneously between agents, so the customer does not have to repeat information already given
- Blend IVR with agent call handling to manage spikes and troughs in traffic; keep customers informed at peak times, manage staffing levels efficiently during the quietest periods
- Queue-avoidance capabilities allow call prioritisation, improving service to customers and relieving pressure on agents
- Capture real-time data and build richly detailed, up-to-the-minute customer profiles, to develop targeted, effective campaigns
- Blend inbound and outbound calling, and manage schedules on the fly to maximise productivity
- Build multimedium campaigns and response handling – use SMS to follow up voice calls instantly, or deliver promotions to targeted customer segments; use automated voice systems, web, SMS and specially briefed agents to handle the response
- Make life easier for agents, reducing stress and building loyalty
Great contact centres set the standard by which others are judged. With Redwood contact centre solutions your organisation can be the benchmark for quality, responsiveness and effectiveness, building loyal and rewarding customer relationships.
