Multi-Channel Applications
Complete streamlined solutions
RESPONSE has years of experience in delivering complex multi-channel solutions
Best of Breed Technology
Paul McWatt
Advisor
Multi-Channel Capability
Relatis® sits at the core of the complete service offering.
In today’s world of laptop computers, PDAs and mobile phones, there have never been so many ways for your customers to contact you. RESPONSE offers blended inbound and outbound, multi-channel contact management solutions to complement our telephone-based contact centre services. Our capabilities encompass web-based self service, email, SMS and mailing fulfilment channels - all of which are integrated through our proprietary software product Relatis®.
Our expertise in this area is clearly demonstrated by our long-running campaign for the AA which seamlessly assimilates phone, email and web to allow a full audit trail of customer contact, quotation, sales and billing history.
Another example is our award-winning service operated on behalf of US Embassy. As well as providing advice to callers on visa requirements and eligibility, agents use a real-time inventory management system, developed in Relatis®, to make and change visa appointments at the Embassy, process payment of administration fees and send instant email confirmation to travellers. This has not only improved efficiency and control for our clients, but also offers the public a customer-focused service for visa applications.