Seamless Customer Care solutions are based on a Customer Care Service Delivery Platform (CCSDP), which combines SandCherry's voice platform and tools with converged application server technology from BEA. A CCSDP improves customer care workflow by consolidating the primary customer care delivery channel, voice, with the applications (and infrastructure) which support web and agent-based customer care. Key benefits realized using a CCSDP include:
Consolidation of voice, web, and agent delivery channels
Maintain continuity as user switches from one channel to another
Coordinated interaction with user across multiple service channels simultaneously
Easily adaptable to changing workflows
Simplified delivery channel integration and new capabilities address key metrics
Increase completion rate / containment in automated IVR
Reduce average hold time and increase agent efficiency
Higher customer satisfaction
Reduced Customer Care infrastructure costs
Leverage IT cost economics, not call center cost
Build on prior investment made in web-based infrastructure
A CCSDP can be used in conjunction with existing contact center, agent, and self-care systems to improve customer service, or as a complete IP-enabled customer care infrastructure. Built on the performance, scalability, and reliability of BEA's WebLogic family of products combined with the advanced capabilities offered by SandCherry's voice-enabling technology, a CCSDP solution powers innovative new services using proven technology.
Services and capabilities that can be delivered by a CCSDP include:
