2017 Call Center World: Worldline presents new features of its Omni-Channel Contact Center solution
- Unify’s collaboration tool, "Circuit," can be integrated into the contact center management platform, WL Contact.
- New video feature enhances visual service experience and interactivity.
- With the Dial-Once integrated tool, contact centers can digitize customer calls.
Frankfurt, 16th of February 2017 - Worldline [Euronext: WLN], the European market leader for payment and transaction services, will present new features of its contact center management platform, WL Contact, at the Call Center World (CCW) at the Estrell Congress Center in Berlin. From February 21st to 23rd, interested visitors can view a demonstration of the new functions at the Worldline stand B6a in Hall 2. WL Contact can now be linked to Unify’s collaboration tool, Circuit. Contact centers with the new video function can offer extensive interactions in addition to a visual user experience. Developed by Worldline’s partner DialOnce, the digitization of calls completes the extensions of WL Contact. The extension of the Worldline solution will be available from mid-2017.
WL Contact is already a comprehensive omni-channel Cloud-native platform for Call Centers which supports traditional and digital channels. To enhance customer engagement, WL Contact now propose innovative features, to manage new customer relationship opportunities offered to Worldline customers: the solution centrally manages all incoming channels of customer requests such as calls, SMS, emails, chats, web calls or social networks, and offers a transparent display in a uniform interface. In addition, the integration of "Circuit," Unify’s Cloud collaboration solution, makes it easy to establish contact with experts throughout the company. This can be integrated directly into customer communications. The Softphone integrated into WL Contact, and based on Circuit, also increases the flexibility and availability of contact center staff. It is supported by mobile devices such as smartphones, tablets or laptops, independent of the location.
From mid-2017, video chat will be a component of WL Contact, opening up new contact points in customer contact: the digital face-to-face communication creates trust, and the service quality increases through interactive functions like screen sharing or co-browsing. With this new video feature, employees can digitally experience more customer meetings and reduce travel time and costs.
Developed by Worldline’s partner DialOnce, the digitization of calls is an additional new feature of WL Contact, in which digital interfaces to calls originating from smartphones are created. The customer has easy access to online self-services, assisting in the answering of customer inquiries. The service is an important addition to modern customer service, as it is available around the clock, without waiting, paving the way for digital transformation.
Olivier Stuckens, Managing Director of Mobility & e-Transactional Services at Worldline, states: "The requirements for customer relationship management are consistently growing. Customers expect individualized, fast services. With the integration of Circuit, the possibility of video telephony and the digitization of calls, we offer our customers new ways to make the user experience of their customers more interactive."
Note to press representatives:
You can also contact the WL Contact contact center management platform from 21.-23. February at the Call Center World at the Estrell Congress Center in Berlin in Hall 2, Stand B6a, convince and discuss this with the Worldline experts. We can arrange interviews on the spot or by telephone. A call at 089/17 959 18-0 or an e-mail to firstname.lastname@example.org is sufficient.
Worldline [Euronext: WLN] is the European leader in the payments and transactional services industry. Worldline delivers new-generation services, enabling its customers to offer smooth and innovative solutions to the end consumer.
Key actor for B2B2C industries, with over 40 years of experience, Worldline supports and contributes to the success of all businesses and administrative services in a perpetually evolving market. Worldline offers a unique and flexible business model built around a global and growing portfolio, thus enabling end-to-end support. Worldline activities are organized around three axes: Merchant Services, Mobility & e-Transactional Services, Financial Processing & Software Licensing including equensWorldline. Worldline employs more than 8,600 people worldwide, with estimated revenue of circa 1.5 billion euros on a yearly basis. Worldline is an Atos company. worldline.com
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