Call recordings and Workflow optimization

Discover the breadth of NEOPOS expertise and listen to your customers with the integration of management solutions for your customer contact center.

Specialized in optimizing workflows, the CALABRIO solution enables your company to implement powerful tools that help increase the efficiency of your customer contact center operations by focusing on productivity.

With the implementation of a call recording system, you can:

• Maximize the quality of the interactions by ensuring the correctness of the exchanges with the customers;
• Simplify conflict management by protecting the integrity of the message;
• Increase the productivity of customer contact centers by setting up training workshops.

By implementing analytical tools, you can:

• Develop internal quality management and compliance programs;
• Implement incentives for agents and conduct retention program follow-ups;
• Making informed decisions by accessing the content of customer interactions;
• Exploit the value of the message transmitted by your clientele.

By integrating workforce management, you can:

• Minimize your labor costs;
• Optimize the performance of your customer contact center;
• Help retain your agents.

With CALABRIO’s workflow optimization solution, customer contact centers become an indispensable resource for your company’s business development. By implementing workflow optimization, you will promote the satisfaction of all your customers, internal and external, and you will reap the benefits of this operational efficiency.

With its ease of use for customer contact center agents and its high level of performance for managers, CALABRIO is an indispensable workflow optimization tool for your customer contact center. NEOPOS is an integrator of this solution which can be implemented independently or cohesively with CISCO customer contact center systems like Customized development tools and Omnichannel experience solutions.