Happy customers and reduced overheads with Cranberry Contact Centre Solutions

• Skills-based routing matches callers with the call centre agents who can meet their needs.
• Get customers to the right person — fast.
• Skills-based routing boosts first-call resolution rates
• Saves your organisation money
• Improves customer satisfaction.

Route based on:

• Agent skills – things like product knowledge or language spoken
• Channel being used – voice, chat, email, social media, etc.
• Priority of customers or their problems – such as premium support for the best customers, or the level of impact of an issue.
• Service Levels - If Support Queue time is too long, automatically route calls to Sales teams until Queue time is reduced

• IVR - Quickly connect callers with agents and streamline customer flow with an Interactive Voice Response (IVR) feature. 
• Queued Callbacks - Eliminate long hold times. Queued callback lets waiting callers opt out of the hold queue without losing their place in line, and receive a callback as soon as an agent becomes available.
• FAQ Knowledge Base - An FAQ knowledge base turns every agent into an expert and ensures customers receive accurate, consistent information.
• Agent Desktop App - Desktop Apps ensures your agents are able to provide the fastest and most efficient service to your customers on any channel. 

• Contact Center Analytics Gain continuous insights into agent performance and contact centre operations. Spot trends fast and see how your customers are being served across all channels and in different areas of the business, and learn how your agents are performing against critical metrics.
• Wallboards Real-Time Monitoring for Your Contact Centre. Stay on top of everything with real-time monitoring including: Queue information Interactions in progress Agent statsOther key performance indicators (KPIs) 
• Speech Analytics Voice of the customer insights enable companies to optimize customer experiences through data-driven decisions. With powerful Speech Analytics, you can now analyse a full spectrum of your customer interactions and listen to the most important ones, rather than randomly selecting a small percentage of calls and hoping to identify patterns and problem areas.

• Omni-channel / Multi-Channel - Customers demand a broad range of ways to contact businesses including voice, email, web chat, IM, SMS and social channels (Facebook Messenger & Twitter)  – don’t fall short of their expectations.
• Co-browsing - Increase sales and reduce customer frustration by offering a helping hand on your web page with 8x8’s Co-browsing feature. Learn more.
• Proactive Chat - Selectively extend chat to your most important web visitors while balancing the existing demands on your service organization. Customers appreciate the attention during their time of need, while your sales teams engage with high-value prospects. Learn about Proactive Chat.
• Web Callback - Most customers start their interactions with you on the web. With Web Callback your customers can get access to the people who can help them with the touch of a button without having to wait on hold. Learn more about Web Callback.
• CRM Integration - Boost lifetime customer value with CRM integration. “Screen Pop” customer contact records before answering the call. Popular integrations are NetSuite, Salesforce, Zendesk, Microsoft Dynamics. Agents see customers’ individual histories before they even pick up the phone, for more satisfying exchanges. Upsell, cross-sell and increase customer loyalty with these high-performance combinations.

• Analyse a full spectrum of your customer interactions
• Root cause analysis - Identify why people are calling and recognize common issues to drive process improvements.
• Trendspotting - See the big picture with at-a-glance visual depictions of common customer topics.
• Emotional intelligence - Understand customer sentiment to prevent churn and ensure high quality, empathetic customer service.
• Opportunity identification - Discover customer needs for new products and services as well as upsell possibilities.
• Actionable intelligence - Unearth any issues with agent adherence to scripts. A

• Quality Management - Your agents are your front line to your customers. When agents don’t perform, you hurt your customer relationships. Quality Management software helps to maximize agent efficiency and productivity.
• Proactive Outbound - When Inbound agents are not busy - automatically drive outbound, sales or service calls from within your own campaigns. Business rule flexibility improves right party contacts, thereby improving collections and sales rates.
• Team Messaging & Collaboration - Don’t isolate your agents and customers from the experts with the answers. Connect your contact centre agents with the experts across the company with shared presence, chat, click-to-call dialing and easy transfers.
• Increased first contact resolution: break down the barriers between agents and experts to increase first call resolution by 30% or more.
• Shortened call durations: When agents can get to the experts with answers, interactions are more efficient, increasing customer satisfaction while reducing costs.
• Workforce Management solutions to help you better serve your customers and control contact centre costs through powerful forecasting, scheduling and reporting capabilities.