Presence information is a growing tool towards more effective and efficient communication within a business setting. Presence information allows you to instantly see who is available in your corporate network, and therefore provides an understanding of who is contactable in the business. The result is precise communication that all but eliminates the inefficiency of phone tag or email messaging.
Presence can not only reduce some time wasting and frustration within your organisation but more importantly it enables customer queries to be resolved as quickly as possible by the most appropriately skilled individuals.
By having CCT introduce Presence, the answering agent can seamlessly forward the incoming call to the agent who will best be able to deal with the query. Not only does this keep the customer happy, but it reduces staff stress, as your employee is not under pressure to solve a problem when they don’t have the necessary skills. This increases first call resolution, helps to reduce staff absenteeism and cost and increases customer satisfaction.
With all the potential advantages presence information has to offer it will only be a short time until all major corporations fully integrate presence information systems.
CCT works with its clients in integrating their communications and presence technologies to enable Clients to make the most of their customer contact.
