Capstone has you Covered in the Cloud

Capstone, based in Heather House Sandyford, has been selected to deliver a multi-channel cloud contact centre as a service to one of the world’s largest insurance companies...

Capstone has designed and will deploy the LiveOps cloud contact centre platform delivering voice, email, web-chat, SMS and Social Media in a universal queue to the contact centre. The agent interface is web based allowing contact centre agents and management access to the platform anytime, anywhere.

Capstone & LiveOps have been selected by our client to assist the business as they launch their first ever national sales campaign. Due to the nature of the marketing drive, our client realises that customers will choose to contact them via any number of available channels. In order to maximise both agent utilisation and sales conversion rates, our client recognises the importance of routing these contacts to the right agent the first time and importantly via the channel that the client chooses to contact the business. The initial focus centres upon voice, email and web-chat with specific SMS and Social Media campaigns scheduled for the coming months.

As well as the skills based routing via the universal queue, the reporting capability within LiveOps was also seen as a crucial element for the business. The LiveOps Reporting Tool is built around simple drag and drop functionality; this allows members of each of the relevant departments across Marketing and Sales to prepare and amend reports as necessary – these reports enable the business to make really insightful decisions around the effectiveness of the sales campaign in real time driving maximum return on investment.

It will take Capstone two weeks to deploy this solution, and it will integrate with our client’s existing customer service platforms, which include CRM, Avaya & Call Recording.

Article Published: 13/02/2014