QUICK QUOTE
Customer Service
Provide Consistent Quality of Service with TouchStar
In an increasingly competitive marketplace, customers demand higher levels of satisfaction and quality of experience. Customer service agents are required to manage large amounts of data and juggle several customer phone calls. Prompt, accurate, and detailed interactions are important factors when differentiating yourself from competitors. High levels of customer satisfaction also impact revenue, customer lifetime value, and market share.
TouchStar offers a variety of customer service solutions that will improve interactions, increase operational efficiency, and enhance agent management. TouchStar’s solutions have been developed to increase customer satisfaction, leverage web-based applications, enhance flexibility, and ultimately increase revenue. Some of our world class solutions include:- VoIP and Analog Telecommunication Options
- Multiple ACD and IVR Features
- Custom Integration
- Quality Assurance
- Reporting
- Recording
- Scripting
TouchStar’s inbound customer service solutions can help your business route customers to the right agent, supply caller information to agents with screen pop, provide managers with the ability to monitor and communicate in real time with agents, and increase capacity and flexibility by leveraging VoIP and web-based applications. TouchStar’s technology will have a real impact on the way your company does business, and our customers have already experienced improvements in the following areas:
- Customer retention
- Increased loyalty
- Increased profits
- Improved customer satisfaction
- Enhanced efficiency
Features
VoIP and Analog Telecommunication Options
TouchStar telecommunications platform is capable of traditional and VoIP line and agent connections. This allows you to take advantage of Voice over IP in stages rather then forcing you to adapt the new technology. With VoIP agent connections it is easy to implement remote agents providing you the ability to expand you call center work force without increasing your expenses.
Multiple ACD and IVR Features
TouchStar has created a robust library of ACD and IVR features, including skills based routing, self service, and allowing real time modifications. TouchStar prides themselves on their IVR Maker allowing you to implement the solution that is unique to your needs.
Custom Integration
TouchStar is built on standard Microsoft software technology; our call center software clients benefit from the ability to easily integrate other applications and data sources into TouchStar's call center software. We are Microsoft Gold Partners and can aid in the configuration of your call center software.
Quality Assurance
Manage your call center with several tools to ensure the highest levels of quality and customer satisfaction. TouchStar Call Center includes tools such as Call Monitoring, Coaching, Barging, Conferencing, Recording and Scripting. We also include the ability to capture completed call monitoring scores in our Quality Analysis tool to simply agent training and management.
Reporting
TouchStar understands the importance of reporting for Call Center management and have built a robust application allowing you to run real time or historical reports. We have over 100 canned reports or you can create customized reports to meet your needs.
Recording
Call Recording is an important function of many call centers. Call Recordings are used for agent training and for compliance management. With TouchStar call recordings can be initiated by the agent, supervisor or set automatically as a campaign setting. We also included a utility to easily search, manage and archive the recordings.
Scripting
TouchStar Scripts allow for extensive branching and logic making them flexible for your call center needs. You can capture and send data instantly and edit scripts real time.
Products for this Industry:
| With TouchStar you can remotely staff your call center with at home agents using VoIP (Voice over Internet Protocol). | |
| Call Center Software A complete solution for outbound, inbound, and blended call centers. Provides full functionality, customization, and rapid ROI. |
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| CallGenX A complete outbound predictive dialer call center solution. |
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| eTelescript eTelescript is a Internet call center software solution designed to maximize the productivity, efficiency and effectiveness of your call center. |
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TouchStar has partnered with Experian to provide you with the best rates for lists. |
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| Hosted Call Center A robust hosted call center system for outbound, inbound, and blended calling that can get you predictive dialing. |
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| IP PBX Phone System With TouchStar’s IP PBX employees perform tasks faster and more efficiently with a significant reduction in total cost of ownership. |
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| Long Distance, Voice, & Data Services Long distance, voice, & data services with discounted rates based on large call volume from call centers. |
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| Predictive Dialer A predictive dialer increases contact rates significantly over manual dialing. TouchStar is a global leader in predictive dialing. |
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| TouchStar Call Center A complete solution for outbound, inbound, and blended call centers. Provides full functionality, customization, and long term ROI. |
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| Virtual Call Center Complete call center system allowing agents to work virtually anywhere with robust management tools. |
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| Voice Messaging Automated voice messaging is a powerful and efficient way to reach a large audience with a notice, reminder, or request. |
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| Web Chat & Monitoring Drive more interaction with your prospects and customers by knowing who is on your website, knowing how they got there, and intelligently selecting who you would like to communicate with. |
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| xSELLerator
xSELLerator is a VoIP enterprise call center solution that incorporates more CRM capabilities than any product on the market. |
Noble® Touchstar 6
New features in Touchstar 6.0 make designing, managing, and deploying campaigns a snap while making your agents more productive.
