Obtaining the highest level of customer satisfaction for the lower possible cost is the goal of any business and certainly any contact center. GlobalSoft's ContactPrime™ is a complete multimedia contact center solution that keeps these two goals from becoming competing priorities. Moreover, GlobalSoft's flexible, distributed architecture can accommodate the unique requirements of large centers, small centers, and contact center ASPs.

Reduce Costs

"Tier 0" Customer Support

With a built-in on-line database customers can access information via the Web 24 hours a day without needing to interact with a live agent.

Communication Costs

By shifting customer interaction from the PSTN to the Internet, long distance and toll-free charges can be greatly reduced.

Work-at-home / Remote Agents

Work-at-home / remote agents not only have the obvious cost benefits of reducing the overhead cost of floor space, but remotely stationed agents are not less likely to miss work due to bad weather or personal difficulties. In addition, work-at-home arrangements can provide the enjoyment necessary to help reduce a significant financial problem in the contact center business: turnover.

Network routing / Virtual Contact Center enabled

Up to now, geographically diverse contact centers have been forced to use a 3rd party vendor and the PSTN to provide virtual contact center service. With the packet-switched routing capabilities of ContactPrime™, load balancing between centers can be done at a fraction of the cost as before.

Smaller Capital Investment

With GlobalSoft comprehensive contact center infrastructure and application suite, there is no messy, expensive multi-vendor installation costs to worry about.

Lower Cost of Ownership

Every piece of the ContactPrime™ solution is made by GlobalSoft-all the way down to the VoIP Gateway and video conferencing module that other vendors license from 3rd parties. This means there is less internal staff required to maintain the system and less cost associated with maintenance, upgrades, and expansions. Moreover, since ContactPrime™ is scalable all the way up to 100,000 agents, you will never have to undergo an expensive and potential risky fork-lift upgrade-ever.

Standards-based design and open architecture

The Standard-based, open architecture design means that not only will ContactPrime™ integrate with existing legacy systems, but it is ready to integrate with future standards-based technology as well. By looking to the future without forgetting the past, you can be sure that your investment is always protected.

Web-based administration capabilities

The Web-based interface of ContactPrime™ means that maintenance, configuration, and administration can be done from any Internet connected PC. There aren't any hassles associated with dial-up connection and one administrator can easily support multiple locations.

Increase Customer Satisfaction

Increase Communication Channels for customers

Although many customers still prefer using the phone, many customers are choosing the Internet as the preferred method of communication with business. Giving your customer additional ways to keep in touch helps increase customer satisfaction and build loyalty.

Prioritize "preferred" customers

Although every customer is important, it makes sense to give preferential treatment to your best customers. Airlines has successfully done this for years to increase brand loyalty and in any competitive market, loyalty is everything. By using inbound ANI or customer-entered IVR information, ContactPrime™ can make sure that your very best customers are treated like it.

Reduce queue time

With ContactPrime™'s single queuing system, inbound customer inquiries are handled just as you specify. Although real-time interaction, like voice and video, require real-time response, other forms of communication like e-mail and even chatting, can be done in near or even not-so-near real time. Be making sure that agents receive phone calls first and e-mails second, you can ensure that no caller is waiting in queue unnecessarily.

Reduce e-mail response times

According to Juniper Media Matrix, 50% of Fortune 125 companies take 5 days or more to respond to e-mail if they respond at all. Handling phone calls and disregarding e-mails is essentially ignoring an entire segment of customers. With ContactPrime™, e-mails are routed directly to an agent, based upon pre-defined routing rules and queue status, so that the e-mail can be given personalized service. Service level and tracking information is all available via the management tools to help ensure that all forms of customer inquiries are handling in a timely fashion.

Increase Revenue

Increase on-line sales

According to Jupiter Media Matrix, 66% of all eCommerce shopping carts are abandoned at check-out and yet NFO Interactive says that 50% of cybershoppers would spend more money on the Web if they had someone with whim they could consult. Offering IP-based communication right from the Web locations where customers are considering making a purchase, can have a dramatic impact on your bottom line.

Conduct targeted marketing campaigns via phone or e-mail

Marketing is a valuable part of any business whether it is done through outbound calling campaigns, outbound call blending, or e-mail. ContactPrime™ provides all the predictive dialing and call blending capabilities necessary, including an automatic outbound list creation feature based upon your existing customer database, to effectively conduct outbound customer contact. ContactPrime™ can also organize and track the success of outbound e-mail campaigns.

Improve Efficiency

Encourage less "time sensitive" interaction

Many customers still prefer picking up the phone to obtain assistance-but many customers do not. Real-time customer interaction is more difficult and more costly from a staffing standpoint. Since e-mail can be handled during off-peak time and chatting can allow agents to handle more than one inbound request at a time, alternate forms of communication like these help increase agent efficiency.

Agent Status Viewer and Instant Messaging for Agents

Agents need to right tools in order to succeed. Too often agents have no way of knowing what other agents are doing and no efficient way of finding out. With a built in Agent Status Viewer and Instant Messaging Application, agents are better able to field a customer request for a particular agent and reducing customer hold time.

Unified Messaging System for Agents

Agents can each have a unified inbox for all inbound e-mail, faxes, and voicemail. This eliminates the need for shared fax machines, general delivery voice mailboxes and generic e-mail addresses, which can often cause confusion and miscommunication.

Fax Server

ContactPrime™'s Fax Server capabilities allows customer to request faxes either through an automated Telephone User Interface (TUI) or via the Web.

Improve Quality

Built-in Recording and Evaluating forms

With ContactPrime™'s Recording and Evaluation module, contact center managers can help learn more about customer needs and preferences while being able to assist and coach agents. This information ensures that you are always in touch with exactly what is going on with every aspect of the customer interaction process.

Real-time and Historical data available via the Web

ContactPrime™'s comes standard with a variety of historical and real-time reports. This information can be made available from any Web-enabled PC so managers everywhere can know exactly what is going on throughout the entire contact center-even multi-location centers.