Having the best tools is key to good customer relations.

 
Is hosted multichannel contact center what your business needs?

Fidelity Connect with TechmodeGO allows you to effectively manage emails, chats and messages on WhatsApp, Facebook and Twitter from the same interface. Streamline your customer care service with Fidelity Connect Multichannel and resolve your customers’ queries faster and in a personalised way.

WHY CHOOSE TECHMODEGO WITH FIDELITY CONNECT?

  • Handle More Calls with Fewer Agents
  • Reduce Lost Calls
  • Improved Agent Monitoring
  • Increased Productivity
  • Optimize Costs and Resources
  • Improved Customer Service

SMART APPS FOR AGENTS AND SUPERVISORS

Agents and supervisors communicate in real time, with system notifications, to identify and solve issues as they arise.

Web based agent apps allow for quick logins, view waiting calls, answer calls, chat with supervisors or other agents, track breaks, and record calls on demand.

Supervisor tools provide real time updates on agent activities, calls waiting and customer service quality, displayed on a customizable dashboard.

Wallboard modules display call activity, QoS, calls in queue, wait times, agent status and more.

MULTICHANNEL ALL IN 1 SOLUTION

TechmodeGO with Fidelity Connect is multichannel, which means you can manage all points of contact with your clients, in one interface. It doesn't matter if the contact comes in as a phone call, Twitter message, Whatsapp, Facebook DM, SMS text or an email. Agents can easily respond to multiple requests via any social medium. 

POST CALL SURVEY

Measure the quality of your service and the level of satisfaction with a short survey at the end of the call.

CLICK TO CALL

Provide your agents with the possibility of making calls with a simple click from the customer's CRM tab.

AUTOMATIC CALLBACK

Don't keep your clients waiting if there are no agents available, and make automatic callbacks.

CALL RECORDING

Record all calls or choose parameters for call recording. Agents and supervisors can also record on demand.

Fidelity provides a wide range of recording solutions for different types of lines and extensions: Permanent recording of all calls, selective recording per agent, group or client, and recording on-demand originated by the agent or the supervisor.

EMAIL DISTRIBUTION

Enables the intelligent distribution of emails to the different groups of agents on the basis of keywords in the subject or in the text itself.

This feature may be combined with the call distribution so that an agent does not get assigned a call and email at the same time.

INTEGRATIONS

Fidelity may be integrated with CRMs, ERPs, and proprietary software applications developed by anyone. The integration may be used to identify the contact and transfer the call to the most appropriate agent, or to pop-up the customer file on the screen of the agent answering the call.

AGENT MODULE

Windows or web-based application running on the agents PC, allowing agents to start a session (log-in), view call data, and control the phone from the PC, log breaks, view calls in queue and more.

SUPERVISOR MODULE

It is a Windows based application through which a supervisor is able to monitor and control the complete activity of one or several queues and agents in real time. Alarms, control of agents, call distribution and collaboration functions are available, as well as call intervention and statistics reports.

CUSTOMER POP UP

In addition to offering the agent a pop-up with the basic call data and a quick access to telephony functions, Fidelity may be integrated with CRM and ERP applications to identify incoming calls, showing customer data on the agent’s screen.

READY TO MOVE YOUR CONTACT CENTER INTO THE FUTURE?

Click the button to schedule a demo with a TechmodeGO Fidelity Connect expert.