The way you direct calls into your organisation should be driven by the customer need and experience, rather than the limitations of your current phone system.
Sesui Agent Connect makes the infeasible… achievable. We allow you to define all of the factors that should be considered when routing a call, such as customer history, company, existing bookings, agent skills, last person who spoke to the customer and expected wait time. For your frontline teams, it means greater efficiency. And for your customers, it helps you deliver the personal touch.
Whatever your job role, two things are always essential: knowing what’s going on and having the ability to do something about it.
With Sesui, you gain real-time visibility of the demands on your operation, and how well you’re responding to these. You can see when wait times or call durations are increasing, drill down on the detail, and pluck individual calls and listen to them to understand why. You can then respond, by adjusting queue announcements, and rebalancing call distribution and resources.
The quickest way to understand how Sesui can help you, is to talk with one of our consultants. Simply complete the form and we’ll be in touch.