Have you ever felt tired of waiting too long when calling a customer service hotline? Have you ever felt "abandoned" when unable to connect with a support agent after many contacts? Have you ever called the hotline but received a notification outside of working hours?

Understanding that customers are the decisive factor for the success of every business, therefore, we - the CMC TS team - are pleased to bring "the most powerful weapon" to help your business improve the experience. customer experience. Because our “Gods” not only create sales and revenue but also help build the reputation and brand of the business.

A positive customer experience or “wow” experience will create satisfaction and trust, encourage customers to return, and refer your business to other customers. Join CMC TS and discover the next-generation Contact Center solution to deliver a memorable, understood and personalized experience to your customers.

1. What is Contact Center?

Contact Center is the department responsible for managing customer interactions across all channels, often using automated communication systems and storing contextual information from conversations with customers. This allows businesses to maintain contact and support customers in the most optimal way.

2. Benefits when customers use Genesys Contact Center solution from CMC TS

2.1. End-to-End Experience, Omni Channel Journey Management

Businesses often provide multiple channels of interaction to customers, but these channels are often controlled by different systems. This creates heterogeneous customer experiences, and agents must perform manual work on multiple systems.

The Genesys Contact Center system provides a true OmniChannel solution – a single powerful platform that unifies all communication channels, interactions, and workflows so that businesses can manage their entire journey. customers and provide a consistent, purposeful customer experience.

2.2. Omnichannel Agent Desktop – The Power of One

A single desktop provides detailed information about the customer journey – Customer Journey, history of interactions across channels. Support to increase employee experience and increase work efficiency

2.3. Open API

With specific characteristics, businesses currently own many different systems for providing services to customers. The C-CXaaS contact center system is ready to integrate with existing systems. Provide agents with all the necessary information as well as predict customer needs (Predictive), increase the experience and personalize each customer..

2.4. Quality Management (QM) – Quality Management

The QM system from Genesys allows managers to listen back to recordings, evaluate, and schedule employee training on collaborative channels to improve customer experience.

2.5. Workforce optimization

Helps administrators to schedule, assign work of agents according to skills on all channels, monitor and make forecasts, and predict channel workload. Support administrators to provide solutions to supplement personnel, customize products, optimize processes, etc. to comply with KPIs

2.6. High security and availability

Meets security standards: General Data Protection Regulation (GDPR), Payment Card Industry Data Security Standard (PCI DSS), ISO/IEC 7812-1:2017

2.7. Powerful, complete ecosystem

The Contact Center system is fully integrated with Genesys' vast ecosystem (https://appfoundry.genesys.com/filter/genesyscloud)  besides CMC's ecosystem such as: C-eKYC, c-OCR, c -STT, c-TTS, CIVAMS.FACE, c-IDReader, AI chat bot (c-SQAS), Virtual QC (EM&AI),…

2.8. 24/7 admin service

Using our administration service, you can rest assured that your system is professionally monitored and supported, from solving the smallest problems to handling complex situations. . trained and certified engineers from the company are our strong points in ensuring the stability and safety of the system.

2.9. Experience in implementing and managing large and specific projects up to 7000 Agents

Over the years of operating and providing solutions in the field of Contact Center, we have accumulated a wealth of experience and in-depth knowledge in implementing and managing large-scale projects.

3. Comprehensive call center service from CMC TS

CMC TS provides comprehensive call center services from basic to advanced features such as customer care, information management, data entry, record management, call saving, automated calls, chatbots, etc. We also provide support for operation, configuration or troubleshooting related to customer's switchboard system on a case-by-case basis and at a specific time. New feature.

When using the switchboard service, customers are provided with a support contact when necessary as well as have access to CMC's technical support system to look up job information and processing progress. problems with the company's PBX system:

• System administration Call center, standard Contact center
• Provide standard LAB Environment system like Production
• Provide multimedia contact service: Facebook, Web chat, Email
• Provide a system to receive and store calls in large numbers
• Provide Realtime Report
• Provide Chatbot, Voicebot
• Evaluation, consulting, system expansion

4. Why should you choose us CMC TS?

• Increase the High Availability of the system
• Minimizing the risk of affecting customer operations
• Optimizing system performance (Evaluating, consulting, upgrading) for customers
  24/7 monitoring and support system
• Administration of customer services: server administration, security administration
• Actively check the system and give warnings to customers
• Supported by a professional IT team with extensive experience and continuously updated expertise

Please contact CMC TS immediately to receive consultation information about Contact Center!