A Contact Center is a Centralized or a distributed Setup either On Premise or Hosted used for the purpose of receiving or transmitting a large volume of requests by telephone, Email, Fax, Webchat, SMS and Social Media. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. In addition to a call centre, collective handling of letter, fax, live support software, social media and e-mail at one location is known as a contact centre.
A Contact centre is operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate network, including LANs and WANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).
A contact centre, also known as customer interaction centre is a central point of any organization from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM). Today, customers contact companies by telephone, email, online chat, fax, and instant message.
Exceptional customer experience starts with knowing your customers and delivering a highly personalized experience with every interaction. As the primary hub for real-time customer connections, your contact center is the heart of your customer experience strategy.

From a Contact Center and Business Applications perspective, Technology Solutions from Enkay will encompass

  • Inbound, Outbound and Multimedia contact Centers
  • Customer Relationship Management including Desktop Analytics
  • Speech Analytics and Analytics-enabled quality assurance.
  • Real-time guidance/next best action
  • Workforce Management and optimization including intra-day management
  • Social Media Applications to improve effectiveness, timeliness and quality of the interactions.
  • Performance Management to improve management of front and back-office operating areas
  • Back-Office Applications for work allocation and workforce management
  • Big Data and proactive analysis
  • Resolving Inquiries during Initial Contact.
  • Reducing operating costs
  • Unified Reporting
  • Adhering to varied compliance norms applicable to Industry Verticals.

Why Enkay Technologies?
The Contact Center and Business Applications Solutions from ENKAY Technologies can offer

  • Enkay Professional Services that can assess current levels of performance and sweat the capital to improve agent productivity and effectiveness
  • Optimize and improve customer experiences to remember
  • Deliver Solutions that translates into positive customer experience for every Interaction
  • Enable you to connect with your customers through the right channel, at the right time and at all times.
  • Deliver an experience that earns customer loyalty by combining business processes, back office, agent selection and business workflow integration
  • Centralized Management to improve effectiveness by focusing on business performance and analysis that offers valuable insights into the customer and agent experience