The arrival of contacts
The management tools of the various channels take into account the arrival of contacts and relay information (channel type, service requested, arrival time, purpose of the request etc.).
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ESII's multi-channel approach New tools, new habits as well as governmental and European measures to promote ICTs and e-Administration are leading to a multiplication of contact channels with users (Face-to-face reception [spontaneous or by appointment], Telephone reception [incoming, outgoing, planned], Standard mail, E-mail, Interactive terminals, On-line internet help, Chat and Organized forums etc.). To meet these challenges, our solution enables you to pool your reception and contact resources to offer your users/customers the choice of the most suitable channel. ESII reception management tools already enable planning and management of resources allocated to face-to-face reception, both spontaneous and by appointment. Thanks to eChannelServer™ you decide at any time which advisor can best respond to the customer's request in the shortest time and allocate this resource to the requesting channel whichever communication channel is used by this customer. You pool your resources to optimize their use by simply taking into account all the communication tools, whether old or new. |
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With multi-channel, you manage
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Waiting time
This will depend on the type of channel (e.g. on the telephone channel no longer than 40 seconds, for a reply to an email, 24 hours etc.)
This will depend on the type of channel (e.g. on the telephone channel no longer than 40 seconds, for a reply to an email, 24 hours etc.)
Reception / interviews
Contacts (calls, visits, emails etc.) are distributed to available resources in real time.
Their request is also characterized to direct them to the appropriate resource.
Saturation is also managed (overloading of a hotline platform with redirection of telephone calls to resources managing standard mail or email, or even face-to-face reception etc.).
Contacts (calls, visits, emails etc.) are distributed to available resources in real time.
Their request is also characterized to direct them to the appropriate resource.
Saturation is also managed (overloading of a hotline platform with redirection of telephone calls to resources managing standard mail or email, or even face-to-face reception etc.).
Statistics and forecasts
Management through the forecasting of traffic flows on the channel services is possible thanks to statistical and reporting data.
Management through the forecasting of traffic flows on the channel services is possible thanks to statistical and reporting data.
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