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Multimedia call centre is an inexpensive yet personalized and attractive alternative to setting up customer service centers all over the world.
The MCC on Internet solution not only allows both clients and potential clients to reach the call centre, but also facilitates the conduct of business. It:
- Enhances customer service and increases satisfaction with great convenience to customers.
- Provides a more service-oriented and personalized environment to conduct electronic commerce.
- Allows consumers to contact the call centre in real-time, right at the moment of heightened interest.
- Generates revenue from the web site.
- Increases interaction and allows for two-way communications.
- Reduces the clients’ hesitation in making purchase via credit card over the Internet as they can verify with the agents readily.
- Matches each customer’s needs to the expert agent best qualified to meet these needs.
- Expands the range of products and services offered by sharing staff and expertise among locations.
- Controls cost by pooling agent resources and delivering more services without adding staff at all locations.
The MCC features the following functionalities:
- Voice communication
- Video communication
- Real time chat
- Whiteboard
- Co-browsing of web pages
- Sharing of files
- Transfer of files
- Assisted form filling
MCC’s applications can be extended to many other applications. The following are just some of the possible applications:
- E-commerce
With a click of a button on the web page, buyers can initiate a videoconferencing session with the online shop, allowing buyers to enquire about the products they are interested in.
In this way, a form of human touch is provided for E-commerce.
- Distance Learning
Students from several geographic locations can now be linked to a teacher for interaction. This includes the visual and voice communication, interchanging of teaching materials, assignment, and remotely showing documents, images and data
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