Contact Center

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With an effective Contact Center solution, you can interact with your customers in the way in which they want to communicate. This increases customer satisfaction, while advanced analytics can provide valuable data on how to improve the experience. 

A modern Contact Center solution drives your business. Whether its designed for a customer service function to increase brand loyalty or a sales driven function to drive revenue, we implement a solution with all of the channels customers expect; voice, email, chat and SMS. Why should your customers wait endlessly in a queue when technology can confirm their callback number and pro-actively reach out to them with an agent already on the line. Respect their time and earn there business.

-Avaya Call Reporting and Contact Center

-Xima Chronicall and Contact Center

-NICE inContact

-8x8

-Five9

-Cisco CJP

Route the customer to the best agent as fast as possible to solve the problem the first time, regardless if its a voice, email, chat, SMS or a Social interaction. Your agents can move the conversation fluidly between all channels to create an enhanced customer journey. Take a phone call, move to SMS, send a file through Instant Messaging and respond to Social media post in a single application.

Provide an opportunity for your customers to serve themselves. This increases speed to  resolution, reduces traffic on real-time channels and increases customer satisfaction.

Save the customer the frustration of having to repeat the same information over and over again while increasing agent efficiency at the same time. Real-time integration to your CRM system with agent desktop screen pop is critical for a modern and efficient interaction.

People are still the most expensive resource in your contact center! Use advanced analytics with predictive AI technology to build and maintain an optimized schedule to put the right people in the right seats at the right time.

A highly strategic and well implemented outbound contact center can drive sales to new heights. 

Predictive Dialer

A predictive dialer works to calculate the number of calls to dial in a given time interval based on advanced analytics like termination % rates, real-time and historical agent data.

Power Dialer

A power dialer dials a pre-determined number calls per agent as agents become available.

Progressive Dialer

A progressive dialer a dynamic ratio per agent and uses that algorithm to determine how many calls to place to available agents.

Preview Dialer

A preview dialer methodology allows agents to assert additional control when outbound calls are made. This can help manage "burn out" and allow agents to prepare prior to calls.

TCPA Compliance

Specific protocols and process are put in place to meet Telephone Consumer Protection Act requirements.

Advanced analytics allow real time data across all channels to be turned into actionable results that drive customer satisfaction and organization efficiency.

In the digital world, company’s value is often derived from the volume and quality of their data. Far too often, companies have difficulties processing, organizing and making sense of their contact and customer databases; especially when more than one platform is involved. At LCS we specialize in synchronizing businesses internal operations, streamlining data collection techniques and ensuring your actionable data is where you need it, when you need it.