Call Center Solutions

Call Center Solutions

Intelligent, Personalized Automated Call Distribution for Productive, Satisfying Matches Between Your Staff and Your Customers

RGTS - A ConvergeOne Company (RGTS) Call Center solutions deliver a unified, highly personalized customer experience that fosters customer loyalty while making the most effective and efficient use of your call-answering agents. Choose whether your customer should be served by the:

  • least busy agent,
  • first available agent, or
  • agent whose skills best match your customer’s needs

Leverage Your Company’s Full Potential for Service and Sales

RGTS Call Center solutions enable clients to converge and leverage the full service and sales potential of their call agents, customer data, and diverse voice and text communication channels.

RGTS’s sophisticated Call Center tools are cost-effective and scalable, giving small- and medium-size businesses powerful capabilities ordinarily available only to large enterprises. Robust Call Center configurations serve large enterprises with worldwide operations equally well.

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Automatically Align Resources to Better Serve Your Customers

Adapt resources automatically by actively monitoring information and making rapid decisions to match the right agents to your different customer segments. Serve your customers with the ideal agent, based on the customer’s value, the agent’s skill, predicted total wait time, and your specific customer service goals.

Set and Apply Customer Priority Services

Instead of relying on traditional priority queuing, use the Business Advocate feature to serve your most valuable customers on a priority basis, while maintaining service levels across all customer segments.

Manage Your Contact Center Performance in Real Time

Understand and adapt your customer service operations to help ensure an optimal customer experience. Historical and realtime reporting from the Call Management System helps managers, supervisors, and agents better understand how customers are being served. You can analyze customer trends, establish performance benchmarks, and plan marketing and customer-service campaigns that align with your business goals.

Use the Communication Channel Each Customer Prefers

It’s easy to add new customer email service to your existing RGTS Call Center service.

By expanding customer service beyond voice to include email, you can improve contact center efficiency and effectiveness. Manage both interaction channels as you would voice calls — through a single computer-display interface.

Powerful, Integrated Tools for Agents

You can integrate voice calls seamlessly with computer-screen displays of crucial customer profile and call history information. This feature eliminates time-consuming data look-ups, helping to ensure that agents deliver the best possible customer experience. Most consumers, 68%, say they expect the information they give an organization in one place to be available in another.  Agents can use integrated capabilities to connect with experts so customer inquiries can be satisfied on the spot.

This feature enables agents to work in the office or from home using the same desktop interface. Having a home agent program gives clients the ability to tap a larger talent pool to make sure the right agent is selected to field a particular call.