Asteros Contact: maximizing the facilities of corporate contact centers

March 04, 2009

The Asteros Group unveils its Asteros Contact solution designed to increase the efficiency of customer services at telecommunications companies, financial organizations, retail businesses, and other enterprises working with mass consumers via contact centers.

While servicing clients, consultants use numerous applications which are necessary for fielding calls – CRM systems, databases, billing and banking systems, and so on. Working concurrently with several applications unavoidably leads to mistakes and increases call-processing time due to the fact the consultant has to log in to various applications, repeatedly input the same data, and search for information. This unnecessarily increases call-processing time and impairs both the quality of customer service and operational performance of the contact centre.

Asteros Contact allows the consultant to work with various applications at the same time by integrating them into one interface. This solution has been developed using modern SSO (Single Sign-On) and Workflow Foundation technology and uses the Microsoft Customer Care Framework platform. Asteros Contact integrates with CTI communications platforms of the world’s leading manufacturers.

Asteros Contact has the following key features:

• support and optimization of work done by consultants;
• pass-through authentication of consultants within the integrated applications and control of access rights in accordance with consultants’ designated roles;
• alternative channels for interacting with clients;
• synchronization of information recorded in the process of fielding calls across all integrated applications.

Asteros Contact provides a high level of contact center performance in these key areas: channel availiability, average call-processing time, percentage of inquires closed during the first call, average call-waiting time, and so on. This product allows a reduction in operational costs while increasing client loyalty, by establishing a personalized relationship with customers.

According to Asteros Group specialists, using Asteros Contact allows companies to save $1000 a year per call center consultant. This is achieved in the following way:

• reducing call-processing times by 12% when fielding organizational and technical queries and up to 25% when dealing with less frequently asked questions;
• reducing educational demands of consultants and payroll costs;
• reducing consultant training time by 40%.

’The Asteros Contact solution adds value to a company’s interaction with its clients and allows the integration of a multitude of applications from different developers. Deploying Asteros Contact takes no longer that 3 months and a return on investment is usually achieved after 15 months. Our close ties with CTI system suppliers and Microsoft give this solution an edge; affording us access to the best global developments and latest trends in the customer service field when using contact centers. Asteros Contact meets timeframe and business demands that are focused, like never before, on cutting costs while delivering a high-quality service to clients‘, Inna Mironova, Director of the Telecommunications Practice at B.A.C..

Back to the list