'Asteros Contact' Solution

While servicing company clients, contact-centre consultants simultaneously work with several program applications – CRM systems, databases, payment systems, and others. This reduces the effectiveness of customer service.

The Asteros Group has its very own unique solution for improving the efficiency of work done by contact-centre consultants and service centers – 'Asteros Contact' (universal consultant's workspace).

This solution provides a single interface for working with numerous program applications simultaneously. 'Asteros Contact' is based on the Microsoft Customer Care Framework solution.

'Asteros Contact' features:

• customer service consultants have rapid access to various applications via one interface, guaranteeing a high-quality level of service;
• integration of applications used in customer services;
• automation of routine operations usually carried out by customer service consultants;
• handling inbound and outbound calls to contact-center consultants.

Advantages of the 'Asteros Contact' solution:

• improved level of customer service due to the use of alternative channels of communication, their synchronization, acceleration, and automation
• enhancement of key work activities – average handle time (AHT), first call resolution (FCR), and average waiting time (AWT)
• reduction in call-handling time: with organizational/administrative matters – by 12%, and with frequently asked questions/common problems – up to 25%.

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