Call Center Back Office
Business Process Automation solution integrates back office tasks with agents’ daily tasks through the same call blending management solution.
Contact Center administrative tasks generate a vast amount of work for agents, which become efficiency management issues. Business Process Automation solution allows agents to manage administrative tasks in the same way they manage Contact Center calls. Business Process Automation software interacts with any ACD, CRM application or IVR tool, so that any administrative task generated by voice call, e-mail, SMS, etc. can be completed by agents during off-peak hours.
Business Process Automation software benefits:
- • Reduces agent downtime
- • Tasks are generated as phone based interactions
- • Management statistics control via ACD or CTI software
- • Tasks assigned by location criteria or agent specialization
- • Blending management with all other channels