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Contact Center Optimization

Drive Customer Loyalty By Improving Contact Center Operations

Your customers want to interact with call center technology that enables rapid, painless solutions that address their issues. They also want you to be proactive and guide them to the easiest resolution of a question or concern. To achieve this, you need optimized legacy systems that allow you to put the customer first.

 

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Speech Analytics

With an automated speech analytics solution, call centers easily adopt the “voice of the customer” through the analysis of all conversations, including calls, chat, email, text and social interactions. This call center technology provides companies with insight and actionable intelligence for conversations between their agents and customers. 

Use speech analytics to simplify the following areas of call center reporting management:

  • Agent performance evaluation
  • Compliance monitoring
  • Cost reduction
  • Customer experience assessment

Our Customers

 

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Consulting

MicroAutomation utilizes a progressive approach to consulting, ensuring your customers have the easiest path to assistance possible. When the customer experience you provide is smooth and streamlined, customer loyalty and satisfaction increase.

We help you find the solutions that minimize customer effort and increase loyalty – allowing you to retain customers, cut costs, and turn customers into advocates for your brand. Our consultants are prepared to help you:

  • Reduce customer effort
  • Evaluate your infrastructure
  • Increase contact center service levels
  • Align with corporate initiatives
  • Increase your return on contact center technology investment
  • Manage technical projects
  • Manage requests for information/proposals
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I wanted to send my thanks and congratulations to the MicroAutomation team for a very smooth cutover to the new technology. The project is so crucial to our long-term strategy and I cannot thank MicroAutomation enough for the focus and dedication it took to make this complex migration project look easy. Thank you so much!

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Computer Telephony Integration (CTI)

Computer telephony integration allows you to improve agent productivity and enhance the customer engagement by linking your telephone switch to customer applications. Whether you want a traditional “screen pop” application for your agents or advanced intelligent call routing, MicroAutomation provides a cost-effective solution tailored to your unique requirements with our flagship CTI product, CallCenter Millennium.

We are able to quickly deploy advanced CTI solutions for popular telephone switches and standard CRM products, such as SalesForce, Siebel, Oracle, Microsoft, Pega Systems and more.

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After IVR was implemented, National Government Services’ call center could handle 50% more calls.
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FullBeauty Brands reduced average call duration by 12% after working with MicroAutomation.
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Self-service IVR handles 80% of all calls for Noridian Healthcare Solutions.

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Self-Service Call Center Technology

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