Customers -particularly mobile customers- may traverse multiple channels of engagement when seeking answers. Promero contact center solutions break down the silos that transform your ‘multi-channel’ customer service into truly ‘omni-channel’ offering that allows customers to seamlessly continue to receive assistance when the cross channels.
A fully implemented omni-channel solution creates cost efficiencies, reduced customer frustration and better issue resolution when customers can quickly resolved basic issues via the self-service channel of their choice. This omni-channel technology frees up your agents who can dedicate their efforts to resolving more complex customer queries.
Promero offers a number of highly rated omni-channel solutions from Oracle, Aspect, Five9 and Bright Pattern.
Promero offers a variety of powerful call center solutions for your collections programs that will help you increase right-party contact rates and streamline communications. Blended solutions give you the tools to enhance the productivity of your collectors, save resources, gain more promises to pay and improve performance. Advantages include right-party contacts, account ownership, IVR, outbound messaging, digital recording, speech analytics, campaign management and much more.
In addition to the call center solutions described on the website, Promero experts will suggest the use of CallMiner Eureka for speech analytics and call center compliance. With over 11,000 Fair Debt Collection Practices Act (FDCPA) lawsuits filed by consumers in 2012, cases claiming violations of the TCPA were up nearly 34 percent with no end in sight. Manual sampling of recorded calls or contacts provides little to no prevention of non-compliant behavior or protection against litigation. CallMiner Eureka hosted by Promero tracks every call for Mini-Miranda language, Right Party Contact language, FDCPA violations, and abusive language from either party, or other risky language. Eureka Essentials for Collections provides a speech analytics solution that is pre-configured specifically for outbound calling in the collections and accounts receivable management industry.
With the increase of business rules that govern certain contact center activities, it is becoming more important to ensure that you are up-to-date an compliant with regulations as:
- The Health Insurance Portability and Accountability Act (HIPAA)
- Payment Card Industry Data Security Standard (PCI DSS)
- Compliance with Federal Communications (FCC) regulations
Promero offers solutions that are designed and implemented in accordance with a number of data protection laws, regulations and standards
Promero solutions have many pre-built integrations to Salesforce, Oracle Siebel CRM, Oracle ServiceCloud, NetSuite, Velocify, Zendesk, Microsoft, SugarCRM, Authority and Zoho CRM. Embedded telephony controls enable the agents to know who is calling, why they’re calling and what to do next. The most important call details are captured in our CRM system, which increases productivity and enhances the user experience.
Striking the right balance between great customer experiences and optimizing costs is no easy task. Every contact center supervisor knows that the attitude of your agents has a huge effect on their productivity and the impression they leave with customers. Your mission is to achieve optimal agent coverage with the fewest possible resources while achieving key performance indicators.
Promero has workforce management solutions that can benefit contact center environments of any size. With a Promero workforce management solution, you will be able to resource the right number of agents, maintain a steady occupancy, minimize overtime, accurately forecast traffic volume, achieve a low abandon rate and monitor staff change control to minimize resource gaps.
