Timpani Contact Center

Deliver seamless multi-channel customer service

Online Self-Service
Initiatives

From retail to financial services to telecommunications, industry leaders are implementing the best practice of right-channeling customers to match service levels and align resources with customers based on profitability or churn propensity.

Differentiating customers by value and aligning service options with their respective segment or profile, best-in-class leaders are offering an elevated level of service to high-value customers while driving their lower-cost counterparts to efficient, yet more cost-effective, channels.

Blending real-time analytics with user-friendly productivity tools, Timpani Contact Center supports and manages customer interactions across all contact channels: phone, chat, email, and self-service/ knowledgebase, from a single unified operator console.

Implement this hosted solution to offer differentiated multi-channel customer service in today's crowded marketplace.

• Increase customer satisfaction and loyalty. Extend your service channels to accommodate customer preferences. Allowing customers to choose their preferred communication channel reinforces your commitment to customer-centricity.

• Improve agent productivity. While phone representatives can only take one call at a time, Timpani Contact Center supports concurrent interactions.

  The solution's operator console includes a wealth of automated interaction tools (including canned answers, co-browse and page-push technology) and eliminates time-consuming switching between screens and applications.

• Deflect expensive and resource-intensive phone calls. Provide service via chat, email or self-service that is equivalent to, or better than, call center service to boost online adoption rates.

  Because complex issues sometimes require further attention, Timpani Contact Center offers click-to-call technology, enabling you to deliver seamless escalation from Web to phone.

• Deliver service continuity to customers. Equip your contact center with a 360-degree view of the customer, so agents can supply efficient, accurate service and support.

  The application's operator console supplies detailed insight into the customer's compete communication history as well as the current online session, so agents can understand the precise context and nature of service inquiries.

• Measure and refine results. Track channel performance and measure key performance indicators (KPIs) to identify opportunities for improvement.

  Delivering informative reports on service queues, agent groups and individual agents, Timpani Contact Center's real-time reports provide comprehensive performance metrics so you can review and refine your operational strategies.