First contact offers you a powerful and intuitive workflow based scripting capability that enables an informed Customer conversation and transaction. You can significantly reduce the cost of training and also mitigate business process risk.
There is no limit to the number of scripts you can create. You can create scripts for both inbound and outbound calls. Tailor scripts depending on where the prospect resides in the workflow. Reuse common sections of scripts in different scripts. If you make a change to a common section all the scripts that use it will be updatedRead More
First Contact provides you with everything you need to ensure your campaigns run smoothly. You have complete control of how prospects are assigned to agents. Within each campaign, prospects may be grouped into different call lists. These call lists can then be used to change the order that prospects are assigned to agents.Read More
First Contact provides agents with the facility to view availibility and book appointments for sales representatives or external agents.Read More
First Contact is configured by default to rotate through each prospect in turn to ensure that all of your prospects are called. However, you have full control to change these settings on campaigns which will alter how prospects are assigned to agents.Read More
Using First Contact your agents are able to process payments during a call using a trusted, secure payment service from Sage Pay. In addition to card details, billing address and contact information can also be captured and posted to Sage Pay.Read More
Track how your prospects came to hear of you and keep in touch with existing prospects using the Marketing features in First Contact.Read More
The Scripting application guides the Agent during the call and also passes information to/from the CRM application, which is provided by Cognisoft. You can get and post almost any information, from any CRM.
As well as providing agents with guidance in what to say to prospects, scripts may also contain various interactive elements known as common activities. These are activities which require agents to interact with a third party (integrated) application - for example, sending an email or sending a letter.
For any campaign, prospects can be added manually, imported or added from your own website. You can find prospects easily using quick and advanced search facilities. The quick search window allows you to search for prospects across all campaigns using a wide range of criteria and indeed any custom field.
First Contact is the vendor who provides the scripting application that integrates with the Intelecom Contact Centre Service. Thus supporting outbound calling campaigns, enabling screen pop using the CLI, and bringing the First Contact application into focus for the agent at the moment it is needed.
First Contact has been outstanding from Day One. Friendly, approachable and knowledgeable, they sat down with us to learn our business and it has paid dividends. We now have far more control over staff and productivity levels have increased by 40%.
First Contact has a uniquely powerful scripting engine that allows managers to design an effective script for telemarketers and customer service agents to follow.Read more
You can integrate your call scripting software with Telecoms and CRM, if you wish to improve the efficiency of outbound and inbound telemarketing campaigns, or customer service interaction.Read more