Contact Management Systems

  • Intelligent Call Routing
    • ServiCom’s telephony platform features intelligent call routing capabilities ensuring that calls are routed to agents with the appropriate skills and availability.
  • Outbound Campaign Management
    • ServiCom’s outbound production calling platform features the following capabilities: progressive, preview and manual dialing; digital recording; CTI; IVR; remote monitoring; and ACD with skills based routing.
    • All lead lists and results are managed by ServiCom’s IT Operations Group on centralized systems allowing for the sharing and management of campaigns across contact center facilities; centralized reporting and production redundancy.
  • Secure IVR Systems
    • ServiCom’s systems are fully IVR capable allowing for the integration database data with various voice applications through touch tone or speech recognition.
  • CTI
    • ServiCom’s telephony systems are CTI enabled allowing the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems.
  • Web
    • ServiCom provides a full range of web enabled services including collaborative browsing; chat; web application and report development.
  • Email
    • ServiCom provides fully managed email services including email response.
  • Database
    • ServiCom’s Customer Acquisition and Retention; Market Research; Market Intelligence; Satisfaction Survey; Text Mining and other services are supported by the company’s sophisticated database management capabilities. All data related to client program’s is warehoused in ServiCom’s secure database environment and managed according to client specific retention policies. Data may be made available for reporting and analysis via on-demand, real-time web or posted reports and extracts.