ice Contact Center for Manufacturing and Supply Chain
In the manufacturing and supply chain management industry, operational efficiency is everything. This is true when it comes to the contact center too. Whether at distribution sites, headquarters, or on the road, there is always a need for efficient communications. ice Contact Center empowers manufacturing and supply chain management businesses to optimize their customer service and internal help desks through a variety of modalities and integrations.
Modernize customer experience with innovative solutions
Save agents time with a CRM integration
A CRM integration allows your agents to instantly see relevant information about each customer via screen pop at the beginning of the interaction. This saves agents time spent looking up customer details. Click-to-call and auto-creation of activity records save even more of agents’ time.
Provide 24/7 self-service with an AI chatbot
Adding an AI-powered chatbot to your contact center allows your customers and vendors to perform self-service tasks, such as checking an order status, without agent assistance. This reduces workload for agents while extending service beyond staffed business hours.
Increase first-call resolution with intelligent routing
Intelligent routing enables customers to be automatically routed to the best suited agent based on factors like agent skills, IVR inputs, and more. This reduces the number of transfers and increases first call resolution rates, ultimately improving the customer experience.
Enhance customer and vendor experiences with ComputerTalk's ice Contact Center
Increased resolution speed with chatbot and intelligent routing
A global electronic components manufacturer used a contact center for their internal help desk to support 50,000 employees around the world. Employees often faced numerous transfers and slow problem resolution. When the company moved to ice, they implemented convenient web chat options. Now, when an employee starts a web chat session, they are asked a series of questions before they are connected to an agent. Based on their answers, ice determines the type of assistance they need and routes them to the best-suited agent. Once connected to the employee, the agent receives details about the employee's request and can start processing it right away. This keeps the contact center running efficiently and speeds up resolution times.
Reduced customer wait times with skills-based routing and auto attendant
A pipeline manufacturer was using a contact center for their internal help desk. With inefficient routing and no auto-attendant, callers were often waiting as long as 30 minutes to get a response. When the company moved to ice Contact Center, ice provided robust skills-based call routing and auto attendant functionality. The change reduced response times to 18 seconds within 72 hours of going live. Due to this dramatic improvement, this company is implementing ice in their external customer service and sales department contact centers.
Centralized global support and extended hours
A global water engineering and construction firm with over 180 offices in 35 countries and 7000 employees was operating multiple separate help desks across the world. This meant that support was limited to local business hours, and people were not always able to get help when they needed it. When the company moved to ice Contact Center, they centralized the entire company’s help desks on a server in the UK; agents working remotely from India, Latin America, and the US all log in to the same ice Contact Center. This means that there are always agents available somewhere in the world and the company is able to provide 24/7 support.
Sample Applications
Elevate your communication and collaboration game using ice Contact Center with Microsoft Teams
Our ice Contact Center solution for manufacturing and supply chain management seamlessly integrates with Microsoft Teams. This provides organizations with a unified communication hub to manage inquiries, streamline support processes, and enhance overall operational efficiency.
By combining the power of Teams with advanced contact center features, our solution empowers workers in the manufacturing and supply chain management industry to provide and receive support in the most efficient manner possible.
Learn more
Discover 8 ways manufacturers can leverage contact centers to enhance their client experience
Traditionally, manufacturers mainly focused on cost-effective production. However, in an era of rising global competition, manufacturers struggle to compete on price alone. Thankfully, manufacturers can differentiate themselves from competitors through excellent communication and customer experience.
15 Ways to Use a Contact Center in Various Industries
When you think of contact centers, you might just think of agents answering customers’ questions. While that is one common use for contact centers, that’s not all they do. From appointment booking services to help desks and everything in between, contact centers are used by all kinds of organizations across all industries.
Contact Center CRM Integrations: A Complete Guide
Nine in 10 businesses with more than 10 employees use CRM software. If your contact center doesn’t have a CRM integration, it’s already falling behind. But what is a contact center CRM integration? And how can you choose the best one for your team? This guide explains what you need to know, starting with a definition of contact center CRMs.
Every ice Contact Center solution is unique, designed and configured to meet your changing organizational needs.
With over 35 years of experience, ComputerTalk is here to work with you to configure your contact center solution.