Multichannel Customer Service

Bizmatica offers a single Service Management Solution, conceived to provide a common infrastructure to multiple interaction channels (for managing and automating email, web or phone interactions).

Bizmatica proposition is based on onStage® methodology and its main focus is to provide an excellent Customer Experience, optimizing multichannel integrated management and reducing Service costs to assure a clear and immediate ROI.

Bizmatica boasts a great expertise in the field of Multichannel Contact Center and provide its customers with  an all-in-one solution to manage the Customer Experience through a single application suite, supported on a single multichannel platform.

Bizmatica is able to integrate all interaction channels with CRM processes, providing a great set of capabilities: PBX/IP-PBX, ACD/multimedia queuing, Quality monitoring, IVR & self service automation, Workforce management (WFM), Multi-site routing, Customer Satisfaction Surveys, Real Time Analytics, Word Spotting. Thanks to onStage® mobile, which allows the development of mobile applications, solutions can also be performed in terms of mobile Self Care for smartphones and tablets.

In terms of Web & Knowledge Management, Bizmatica enables businesses to improve Web Customer Service in the field of Self-Care and Self-Service, as well as to extend Customer Service to Social Channels (Facebook, Twitter, Google+) and to enhance  Proactive Engagement solutions (Chat, Call-Back, Cobrowsing).

 

Solutions and applications:
  • onStage mobile
  • Contact Center
  • Social Customer Experience Management
  • Web & Knowledge management
  • Proactive Engagement
  • Workforce Optimization

 

Technologies:


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