Colt INteractiv - IN Value Added Services

Colt INteractiv – a customer contact solution that enables you to enhance your existing PBX-based solution or capitalise on the potential of a fully cloud-based alternative  

Provide a superior customer experience

• Advanced routing and IVR technology for improved call qualification to connect the customer quicker
• Interface with internal databases to recognise the customer by CLI or customer reference details
• Automated customer surveys and call quality monitoring to ensure top quality call handling

Expand capabilities and reduce costs

• No upfront investment for hardware or licenses
• No maintenance or support costs
• Pay as you go:usage based charging to ensure there’s no cost for unused capacity

Optimise your resources

• Queue calls on the network at peak times to reduce the strain on existing hardware
• Use self-service applications to deal with simple customer enquiries automatically, leaving your agents free to resolve complex or high value interactions
• Distribute calls seamlessly to multiple-sites or home workers

*Source: Chadwick Martin Bailey, Unified Communications Applications: Uses and Benefits

Colt INteractiv includes three modules: Call Flow, Call Contact and Call Stats

INteractiv Call Flow
	Quick and easy modifications of call routings  and IVR scenarios: IVR with intelligent routing functionality Customised announcements in multiple languages Integration with company applications and databases

Colt INteractiv Call Contact
Enhanced applications for contact centres: Automatic call distribution Reduce waiting times using pre-defined agent profiles Tailored web interfaces for agents and managers Call monitoring, recording and in-call assistance

Colt INteractiv Call Stats
	Customised reports to help you manage your assets: Real-time or historical statistics and reports Integration with ticketing and alarm systems