With IP telephony system it's easy and practical to add an IP Customer support center Center to your network. TNG-ME can layer on a solution that intelligently routes inquiries to minimize customer wait time and maximize efficiency. It can handle calls, email, even chat. Customers are the life blood of your business, make sure their inquiries are handled quickly.
 
 

Get your customers to the right resource, right away.

Customer support center from TNG-ME segments customers, monitors resource availability and delivers each contact to the most appropriate resource in your company—whether that person is down the hall or on the other side of the country.

Interactive voice response helps customers help themselves.

With interactive voice response (IVR), customers can use commands to navigate to the correct extension or department, listen to information about a specific product or service, understand wait times and, if they like, leave a message. By empowering the customer, you decrease frustration and improve satisfaction.

Fully utilize your resources with computer telephony integration.

One of the keys to handling customer inquires efficiently is to have complete integration between voice and data. Computer telephony integration (CTI) provides your employees with the data they need on their desktop computers to handle the inquiry coming over the phone. Best of all, this information doesn’t have to accessed (while your customers are waiting) it is automatically sent to the desktop computer. That means less time spent looking for information and more time spent dealing with the customer’s concerns.

Insuring your customer contacts are handled correctly.

Customer support center from TNG-ME allows for silent monitoring of calls. Supervisors can listen in on customer calls with or without the agent being aware of it. Just knowing that there is a possibility that their call is being monitored, keeps most agents in a customer-centric frame of mind. Calls can also be recorded for review and training purposes.

Reporting to help you analyze contact center activity.

Get comprehensive call-by-call reports that track call flow from origination to termination. This information can be used to refine staffing levels, optimize call-handling procedures and most importantly, improve customer satisfaction