Voice is still the dominant communication channel in most customer service centers, but digital channels are growing fast. Many companies are under a lot of pressure to find new solutions for their digital requests, and their phone systems (or, even worse, Outlook) just aren’t up to the task.
Different companies choose to integrate or complement their IVR systems with etrack1 in very different ways. Some companies run the two side by side as independent platforms, while others opt to integrate the two, allowing agent statuses to be exchanged between systems – while the phone system’s “toaster” simultaneously assigns “jobs” from across the phone, email, chat and social media channels to agents.
Of course, it is up to you–as the customer–to select the solution that best fits your company’s strategy and operating procedures.
Etrack1 has standard integrations for the following IVR-systems:
- Intelecom PULSE