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Contact Center
The new era of Quality Assurance recognizes that all customer contact
is mission critical (email, telephone, fax, web chat, etc.). Customer
contact has been redefined as the "Total Customer Experience”.
As a result, organizations are attaining detailed Customer Relationship
Management (CRM) data; providing the ability to lower contact center
cost, delivering new services, generation revenue, and most importantly,
solidifying customer relationships.
Cacti's approach to CRM support is unique. By putting a new face
on quality assurance, we've expanded the purpose beyond the traditional
CSR evaluation process. By recording voice and data then evaluating
and tracking the quality of the customer's experience, companies can
maximize data mining efforts. Cacti completes the process by allowing
a company to evaluate how successful they are in responding to this
information, in addition to monitoring the success of their customer
service organization.
Financial Services
Primarily, Financial or Trade Centers are concerned with cash or
credit, investing and retirement. However, Cacti solutions focus primarily
on quality assurance, allowing you to focus on the business at hand.
Our products reinforce quality assurance and enable you to meet the
dynamics experienced within the financial marketplace today. Our focus
is to protect your company's assets by verifying transactions, providing
risk management, ensuring compliancy, solving disputes and by preventing
liability posed by lost or misinterpreted voice or data communications.
Also, Cacti’s solutions help financial institutions met federal
regulations like Sarbanes-Oxley, HIPPA, GLBA, and SEC.
Insurance Services
The business requirements for insurance Contact Centers have drastically
shifted over the years. Customer satisfaction is pivotal within this
very competitive marketplace. Insurance industry requirements for
recording center around new HIPPA and Sarbanes Oxley regulations,
validation of information, protection, and the need to continually
monitor the performance of the Contact Center.
Retail Services
Retail Contact Centers must focus on technologies that maximize the
efficiency of Contact Centers, while improving their revenue generating
capabilities. Customers are demanding access to retail Contact Centers
through various media and your organization will need to be prepared
to measure the results. You must quickly adapt to new trends within
the marketplace, while focusing on Quality Assurance.
Emergency Services
The importance of reliable communications is essential for Public
Safety and E911 organizations around the world. Emergency organizations
are faced with critical situations that may affect life and death
outcomes. Coupled with the need to record, emergency Contact Centers
are now being faced with the challenges of quickly accessing quality
assurance of their operations. Cacti solutions will meet your new
requirements and give you the ability to report performance and identify
areas for improvement.
