Changing customer expectations, increasing competition, varying seasonal call volumes and the rising costs of business all make controlling expenditures and providing a positive customer experience more challenging, especially in a retail or manufacturing call center. Over 92% of all calls are for general customer service questions, such as order status and nearest retailer or dealer location. In the midst of this dynamic environment, it is pivotal to provide callers with as many constants as possible: a consistent brand identity, dependable, efficient and effective customer service and a pleasant overall caller experience.

MicroAutomation has over 15 years of experience designing, developing and integrating call center solutions for retail & manufacturing customers. Our solutions enhance the caller experience by: 1) empowering callers with personalized Self-Service options using speech recognition and other enabling technologies which fit your specific business needs. 2) Improving live agent efficiency through the use of Call Control options , which reduce the need for callers to re-state information or for agents to re-route the caller. 3) We also are pioneering the use of Analytics and Reporting tools to assess, manage and refine the solution, in real-time and historical views, to improve the overall performance of your call center. All of these capabilities are integrated into your existing infrastructure by our award-winning professional services team and are easily configured or completely customized based on your specific business needs.