Secure Platform Solution
TB Customer Relations utilizes the NICE CXone Platform, a secure cloud-based platform that requires no on-premises media or database servers. NICE partners with AWS for their U.S.-based data storage. Other AWS customers include Fortune 50 companies and large government agencies, such as NASA and the Department of Homeland Security. System updates are included automatically and guaranteed at least twice per year, and all updates are handled by our team. Solutions include:
Solutions include: Interactive Voice Response (IVR) Integrated softphone for agents located anywhere Seamless transfer of calls Customizable reports System analytics Quality call monitoring and recording Coming soon: Live monitoring dashboards Multi-Channel assistance from our CCaaS
• Interactive Voice Response (IVR): With managed call routing, hours of operation, and messaging that matches your customer needs. We can acquire, manage, and route your toll-free numbers to create a fully managed system • Integrated Softphone: For agents located anywhere, including remote • Seamless Transfer of Calls: When appropriate • Customizable Reports: To match your agent and call center metrics
• Real-Time Dashboards: To see agent availability and call handling metrics • System Analytics: For your customer behavior and responses, so changes can be made to improve performance • Quality Call Monitoring and Recording: Ensures caller satisfaction is measured and reported • Customer Call-Back Option: Gives callers the option of a return call while saving their place in queue • Multi-Level and Language Prompts: Built to your specifications
Robust Multi-Channel CCaaS Platform Leveraging a robust Contact Center as a Service (CCaaS) platform provides seamless integration across multiple communication channels, including voice, chat, email, and SMS. This platform ensures high-quality interactions and consistent client experiences, making it an ideal solution for various industries. Key features include:
• Omni-Channel Support: Seamless integration of voice, email, chat, and SMS • Advanced Interactive Voice Response (IVR) system: With self- service options and intelligent call routing • Real-Time Analytics and Reporting: Comprehensive analytics to monitor performance and customer interactions • Customizable Dashboards: Tailored dashboards for real-time monitoring of key metrics and agent performance
• Quality Management: Comprehensive call recording, monitoring, and evaluation tools • Scalability: Flexible and scalable solutions for contact centers of all sizes • Integration Capabilities: Seamless integration with CRM, ERP, and other enterprise systems • Customer Feedback Surveys: Built-in tools for real-time feedback collection
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TB Customer Relations
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