Call Centre iTouch Vision Cloud
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iTouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the different features and functionality. For further information, about implementation and pricing please contact us. www.iTouchVision.com Contact@itouchvision.com
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Cloud Call Centre Overview
Introduction
We extend you existing call center capability by offering an over flow capability, an out of hours service, or a
dedicated call centre. Your current staff can use the same software allowing both the internal team and our out
sourced team to dove tail the processes. Through superior service and by reducing your total cost of running a
contact centre we office the ultimate service. Being at the forefront of your industry depends on your ability to
operate swiftly and efficiently. Reducing cost of ownership and focusing on your core services are critical to
maintaining service transformation improvements. Through business process outsourcing (BPO) you can leverage
iTouch Vision’s expertise to integrate new or augment existing services seamlessly into your organisation.
iTouch Vision offers a comprehensive portfolio of BPO services supported by best practices in technology, human
resources, and operational management—all designed to function cohesively and streamline your operations. Our
end-to-end solutions serve a range of vertical markets including hardware and software, consumer services, media
and entertainment, financial services, telecommunications, retail, central and local government. Included are:
Customer Acquisition Customer Care Customer Retention Customer Analytics
• Account Activation • Inbound Customer Care • Win Back Programs • Market Segmentation
• New Business Origination • Account Management • Loyalty Campaigns • Competitive Intelligence
• Campaign Management • Service Quality Management • Save & Retention Outsourcing • Market Research
• Demand Generation • Online Service Support • Disconnect Recovery Programs • Database Marketing
• Telemarketing • Multi-Tier Customer Service • Customer Satisfaction Surveys • Profitability Analysis
• Lead Qualification & Nurturing • Warranty Services • Market Penetration
• Channel Partner Management • Customer Satisfaction Analysis
• New Product/ Service Education • Test Marketing
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iTouch Vision’s Global Capabilities • Comprehensive call center operational experience, including
With service delivery centers located throughout the Europe, Asia, proprietary and industry standard tools for workforce
and India, our onshore and offshore reach gives iTouch Vision the management, operations management, and performance
global capability to deliver outsourcing services anywhere in the management
world and the ability to customize solutions based on your
• Industry knowledge and comprehensive BPO, HRO, and ITO
requirements.
industry expertise
Our vast pool of talent provides the best possible consulting,
• Strong execution discipline, as well as flexibility and business
staffing, and technical support for you and your customers.
agility required to meet and exceed customer requirements
• Fully integrated service delivery across all traditional and
• Operational stability and experience in mitigating and managing
alternative channels
the transition and transformation risks
• Product and customer support
• One of the highest agent retention rates in the industry, both in
• Cross-selling and contact management the U.S. and our offshore local market
• Product information, warranty management, and order • Unparalleled training programs and access to exceptional pool
fulfillment of talent with strong vertical industry knowledge, business
process domain expertise, and multi-language capabilities
• Customer retention, satisfaction, and loyalty programs
• Fully integrated onshore, nearshore and offshore delivery
• Accounts receivable and collections
platform with scalability, operational maturity, and technological
• Compliance and regulatory reporting strength.
• Sales and marketing enablement and analytics Corporate help desk operations are challenged to efficiently and
cost-effectively maintain the IT staff required to provide end-user
• Recruitment process outsourcing and training iTouch Vision technical support for a wide range of corporate technology and
Customer Care Expertise systems. With the constant change of technology, significant
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recurring training investments are also required to keep help desk OneTouch Contact centre Solution Return Of
staff current with the latest versions and the newest technology. Investment
iTouch Vision Contact Center Solutions provide the skilled and • Increased new credit card applications by
always up-to-date help desk staff your company needs to reduce 43% for a major bank
payroll and overhead expenses while also improving your help
desk capabilities and results. We provide a wide range of • Generated 31% more in channel partner
outsourced services on a 24/7/365 basis to meet your most sales for a software company
demanding help desk needs.
• Delivered 25% increase in customer spend
iTouch Vision Contact Center Solutions for Corporate Help Desk via cross-sell and up-sell programs for a
Operations include: major cable provider
• Corporate IT Help Desk Outsourcing • Helped improve accounts receivable
• Remote Diagnostics and Desktop Maintenance
collections, while achieving 30% service
reactivation rate for a major internet
• Proprietary Application Support service provider
• Service Level Agreement (SLA) Management
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Screen shots
Our agents use our own platform
Case Management Dashboards Contact Centre
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iTouch Vision
Still have
some
questions?
Please feel free to get in contact with us. We would
love to hear your questions and help answer them. You
can reach us on..
Phone
UK +44 20 70 999266
Summary
Australia +61 3 88 07 09 07
Our Cloud Call Centre provides a multi-channel help desk for you employees
America +1 917 46 000 55
and customers. Night or day they can use the web portal, the mobile app or
the contact centre to search the knowledge base, create service requests
Email Support@iTouchVision.com
and report or request their services.
About Us With fully configurable forms, workflows, statuses, priorities and service
iTouch Vision is a Mobile and Cloud company looking requests you can make the contact centre work the way your business
works.
to take advantage of the next generation of computing.
We think differently, we act quickly, we aim high and we
achieve our goals.You can also read
