Customers call your contact center number and confirm their address or GPS location. Automatic Speech Recognition sends the location information to Comstice LCR Engine.
Your mobile workers make themselves available via Comstice Mobile Agent App. Comstice LCR Engine in the cloud, monitors the location of your mobile workers.
Based on the skillset and the distance to the caller, Comstice LCR Engine picks the most suitable agent and connects to the caller over the phone.
Average life of an app in a smartphone is about 10 days. For many services, you never have an app handy when you need it. Using this service all your customers need is a phone number.
Users can easily identify their location by telling the street name and the number they can see or just by saying the GPS information they see on default compass app on IOS devices.
- My address is 14 Bonhill Street, London
- I am at home
- Compass on my smartphone shows my coordinates as...
Turning your mobile workfoce into contact center agents minimizes the response time to meet the customer. Beyond the obvious usage cases such as transport services, delivery services or utility support services, Comstice LCR helps you to maximize the value of your mobile salesforce, efficient supply-chain and creates big direct marketing opportunities.
If the user or the mobile worker needs to call the other party, they can always call the contact center number. Smart IVR technology will identify the open case and will connect the caller to the corresponding party. User or the mobile worker don't see each other's phone numbers.
Self-service part of the solution requires Cisco CVP or IPIVR for IVR functionality that integrates Automatic Speech Recognition function or standard recorded prompts.
For agent features, Comstice Mobile Agent app uses Cisco Finesse agent services. Cisco Finesse is available with Cisco UCCX v10 onwards, Cisco UCCE 8.5 onwards or Cisco Packaged CCE.Click here for more information.
Comstice Mobile Agent App is part of Cisco Unified Contact Center Solution. Therefore you need to have Cisco UCCE, UCCX Packaged CCE or a cloud-based Cisco UCC platform.
Comstice LCR recommends an Automatic Speech Recognition solution to eliminate the cost of the front-end agent staff. This feature also minimizes the call duration for the caller and provides faster response time.
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