The key to success lies in establishing customer loyalty.

Improving the interaction with every one of your clients is a smart and cost-effective way to develop the foundation for your company's growth.

UNiVOC offers

a wide range of unparalleled benefits:

• Comprenhensive consulting services
  UNIVOC provides access to a full range of consulting services for determining your enterprise's interaction-center strategy, as well as for implementing and supporting the latest technological solutions.
• Interaction center specialists
  By making interaction centers its core buisiness, UNIVOC has developed expert knowledge of every aspect of the industry and keeps a close watch on the latest developments.
• Vendor-independent technological solutions
  UNIVOC is familiar with interaction-center technology, and has in-depth implementation expertise with today's best selling products. Moreover, we have no exclusiveties to any manufacturer. This ensures that you will obtain fully impartial advice, based only on your company's objectives.
• Solid experience in implementing technological solutions
  To succeed, you need a strategy backed by solid experience in the implementation of interaction-center technological solutions that are often complex and sophisticated. With its extensive track record, mostly with large corporations, UNIVOC stands out for its practical experience in implementing large scale turn key solutions. UNIVOC's skills include all aspects of design, delivery and support.

Doing business with UNiVOC

means that you benefit from specialized and comprehensive know-how that is built on cohesion and continuity, to better anticipate every one of your clients' needs.

BUILDING BETTER INTERACTION WITH EACH OF YOUR CLIENTS

Companies around the world are facing unprecedented and sometimes cutthroat competition from new players in the marketplace. These new entrants use technology to enhance their knowledge and understanding of their clients' needs and desires, and use this knowledge to increase not only the level of their customer service, but also the value of those services. In the face of this challenge, many business leaders recognize that the survival of their organization depends on preventing the erosion of their existing customer base. Customer Relationship Management, through customer contact centre, is fast becoming the differentiating factor in allowing businesses to meet this challenge.

Many enterprises are discovering the vast potential of what was once a relatively simple corporate function. In the past, call centres were instituted to respond to incoming client complaints, and therefore played a very limited role. Today, this resource is being transformed through the implementation of technology-based solutions opening up a whole new world of opportunity.

With the click of a mouse, your customer can do business with any company in the world. More than ever before, executives in all industries are focusing on learning about their customers, optimizing retention strategies, building brand loyalty, and maximizing the value of customers to the organization. Customers have also shown a growing preference to do business with companies who can communicate consistently across multiple channels and deliver personalized service.

The solution:Customer Contact Centers - implementing strategies to maximize the return on investments aimed at increasing market share and improving customer loyalty.

The solution integrates various technologies that encompass the traditional call centre and all other lines of business that interact directly with customers.

Multiple communication channels - The solution

The solution must take into account the multiple communication channels that are required to interact with customers using the method of their choice, as well as the related technologies. These channels include:

• Live telephone interaction, using telephony related technologies that allow for automatic distribution and routing of calls based on the information requested
• Self-service via the telephone, using Interactive Voice Response and more advanced voice recognition technologies
• Self-service via the Internet, offering various customer assistance methods, such as electronically chatting with a representative, automatically establishing a telephone connection, or initiating a collaborative browsing session with a knowledgeable representative
• Deferred messaging, using traditional correspondence, E-mail, and Fax-mail
• Direct Interaction at service outlets

Customers demand world-class and consistent service, using the communication channel of their choice, at any time of the day or night. Companies need integrated management and reporting tools to track all customer interactions through all communication channels.