Effective and high-quality customer service is one of the most important results any successful organization can deliver. Today excellent customer service is a differentiator that can influence top line revenue.
Aprisi Contact Center as a Service (CCaaS) was built from the ground up with advanced technology. Armed with years of running our own contact center, Aprisi is engineered with the expertise that enables it to do things other solutions cannot. Aprisi answers today’s demand for a contact center solution to deliver unprecedented agility, speed and value.
If you need a contact center solution fast, Aprisi can be set up and ready to go in hours. If you’re looking for a way to extend the value of your traditional on-premise contact center solution, Aprisi delivers a powerful front end that puts a new spring in the step of your traditional contact center.
Following are examples of solutions built using Aprisi. As you review each solution, keep in mind that Aprisi empowers you to mix and match functionality of every solution. The net result is you are empowered to quickly and easily build a customer service experience that meets the unique requirements of your company.
Thanks to Aprisi, mobile text verification is easy, quick, and user friendly. It facilitates consent verification from customers and confirmation of identity to prevent fraud. Our solution is designed to work on all types of devices and provide multiple channel options for verification.
Our mobile third-party verification services can deliver:
Sometimes it is important to obtain – and retain – customer acknowledgment and understanding of a decision or action. This record provides tremendous value to the customer and to your business by mitigating liability risk and any resulting damages.
Aprisi simplifies managing this acknowledgement for both parties by capturing any combination of voice, email, or text and storing it for as long as needed. Liability acknowledgements are then stored as ‘verbal agreements’ in electronic format and attached to the customer record.
Many customers prefer to approve agreements from their mobile devices. Aprisi’s integrated electronic agreements function ensures that customers can easily review contract terms from anywhere and electronically complete the transaction. Our system then notifies all parties that the transaction is complete, enabling immediate activation or provisioning of products and services.
Setting up an appointment should be a streamlined and personalized experience. Aprisi’s IVR system has been engineered to easily integrate with many CRMs and databases facilitating appointment scheduling by automatically transferring information via dynamic data driven scripts. The result is an efficient transaction that offers self-service functionality and delivers high customer satisfaction.
For example, a customer might need to call an auto dealership to set up a service appointment.
The Aprisi CCaaS platform has been engineered to deliver an unparalleled level of customer service to your customers while offering you the speed, agility, and value necessary to meet your business goals.
The Aprisi platform’s extensible and easily programmable framework is highly responsive and intelligent, which helps the dealer quickly interact with the customer and fulfill their needs.
Like traditional IVR systems, Aprisi can provide information such as the number of calls in queue and estimated wait time, which may help the caller decide whether to hold for the next agent or hang up and try again later.
However, unlike many other systems, Aprisi provides customers with several new options which enhance customer service quality. These options include:
These features provide self-service alternatives for those customers who desire even faster resolution.
If the customer does decide to wait for an agent, Aprisi recognizes their phone number and helps the agent deliver highly personalized service via a customer specific whisper tone and screen pop. Further, custom routing allows calls to be forwarded directly to agents familiar with a particular customer, ensuring knowledgeable and efficient service.
Aprisi’s open system enables connectivity with many service management software platforms. As customers call for support, tracking information such as ticket number or problem type can be automatically linked between the caller, the contact center system, and the service management platform. When a call is received, a service agent can receive an on-screen reference to customer information and then either quickly create a new ticket or promptly update the customer on an existing issue.
Should an escalation to other support personnel be required – regardless of their location – a call transfer can be made with no loss of continuity, while Aprisi automatically collects and transfers information to the appropriate system.
No matter its purpose, any new system must be financially and operationally effective. To that end, a system designer must know not only how much capacity is needed to build a solution, but must be able to confirm that it has the capacity to accommodate future growth.
In order to ensure operational excellence, load testing is often performed, which can mean involving expensive third parties who can build and run tests. Using Aprisi, load testing is performed much more efficiently because: