With Expanets Smart Connect, businesses can make the experience more enjoyable and informative for the customer, which ultimately, can affect a company's reputation and bottom line. For the business using Expanets Smart Connect, the contact management system also provides valuable reporting capabilities, enabling businesses to learn more about their customers by charting the details of each contact. Businesses can also match the skills of agents to specific call queues, ensuring that contacts are routed to the agent best equipped to handle them. From their desktop PCs, managers can monitor the call activities of every agent, and determine the name and number of the customer, the duration of the call, and whether the contact was made via an inbound or outbound call. Callers can also be prompted for information about the nature of their calls, enabling the system to direct the call to the most appropriate agent.
Callers can use their touchtone phones to request specific information.
The appropriate internal databases are then searched, and an automated response is made to satisfy the customer request. Because the agent does not have to collect this basic information each time the customer calls, call times can be reduced, which lowers the wait time in queue for other callers. Information, including nature of the inquiry and the preferred callback time, is sent directly to the appropriate agent and a call-back is scheduled. More information about Expanets Smart Connect can be obtained by calling one of Expanets 150 local offices. NorthWestern and its partner entities are leading providers of services and solutions to more than 2 million customers across America in the communications and energy sectors.