Cloud Contact Center from TechmodeGO and Fidelity Connect
Handle More Calls with Fewer Agents
Reduce Lost Calls
Improved Agent Monitoring
Optimize Costs and Resources
Improved Customer Service
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APPS FOR AGENTS & SUPERVISORS
Agents and supervisors communicate in real time, with system notifications, to identify and solve issues as they arise.
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.
Fidelity may be integrated with CRMs, ERPs, and proprietary software applications developed by anyone.
Switching to the Fidelity cloud contact center has been great for us. We are now able to have people working remotely, but provide a better level of service to our clients. The ability to respond to calls, email or texts from the same interface has really simplified our processes. Our dedicated support rep knowing our account and internal structure also saves us tons of time if we ever have an issue.
VP of Customer Relations
We have worked with Techmode since 2004, but were not sure if a cloud solution would work for us. I would absolutely recommend this to anyone running a call center. We are now able to manage more calls, with less staff and our customer service survey responses have improved. The Techmode team helped us train staff for a smooth transition. I would very much recommend them.
Senior Call Center Manager
Solve Client Issues Faster and Easier Than Ever Before
Record all calls or choose parameters for call recording. Agents and supervisors can also record on demand.
We provide 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.
The email distribution feature 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.
Email distribution may be combined with the call distribution so that an agent does not get assigned a call and email at the same time.
Fidelity may be integrated with CRMs, ERPs, and proprietary software applications developed by anyone, using open API technology.
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.
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.
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.
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.
Don't keep your clients waiting if there are no agents available, and make automatic callbacks.