Infovista's Contact Center Service Offerings

  Infovista offers its Contact center services to a large number of businesses:

• Airlines
• Banks/Financial Services
• Insurance
• Health Care & Pharmaceuticals
• Software, Hardware & other IT Product Companies
• Tourism and Hotels
• Retail (Catalogue/TV)

Other Service IndustriesThe requirements of each of the vertical segments are met through the inbound and outbound services of the Infovista Contact Center:

• Outbound Services
  • Achieve
  • Telephone and Web based business development
  • Telemarketing and Product promotion
  • Lead Generation / Qualification / Management
  • Campaign Management
  • Market Research & Opinion Polls (VoIP)
• Inbound Services:
  • Web Management
  • Distribution Management
  • Catalogue and Order Fulfillment
  • Customer Service
  • Help Desk
  • E-Support

Through Infovista's E-Support solutions, we can provide your customers with many levels of online assistance, including:

• Instant chat, for real-time text-based conversations

• Page push, in which the agent "pushes" a web page onto the customer's screen

• "Follow me", which allows the customer to watch what the agent does

• Split screening, for comparison-shopping

• Form sharing, for assistance with completing forms

•  Customers can also request an immediate or scheduled call back from an agent.
  Service Levels
  Infovista's comprehensive SLA covers:
  . 

  • Average speed to answer
  • Abandon rate
  • First call resolution rate
  • Client satisfaction survey
  • Average Call Handle Time
  • E-mail response time

  Infovista is prepared to renew and offer specific service level requirements of the customers.