Timpani Contact Center

Deliver seamless multi-channel customer service

Timpani Contact Center
in Action

With complementary components that are integrated to align with your organization's service initiatives, Timpani Contact Center streamlines customer interactions across all contact channels: phone, chat, email, and self-service/knowledgebase.

This comprehensive contact center platform promotes your website as the primary service delivery channel and offers customer service by telephone on a selective basis to preserve your call center resources and reduce interaction costs.

Key Features

• Timpani Chat: Deflect and pre-empt expensive inbound telephone inquiries using various applications of chat.

  Proactive chat employs business rules on self-service pages to identify and address customer issues before they arise, while static chat provides on-demand access (with a click of a button) to a live agent.

  To allocate resources effectively, Timpani Contact Center also allows you to implement dynamic chat, which limits the channel to specific customer segments, to match service levels with customer profitability.

• Timpani Voice, Click-to-Talk: Replacing a single, central toll-free number, Click-to-Talk prevents your customers from entering endless IVR loops and reach unattended 800-numbers.

  Dynamically displayed based on load balancing parameters, Click-to-Talk matches channel availability with agent availability. Deflect service inquiries to more cost-effective channels, reserving voice as an escalation path to eliminate long hold times and busy signals.

  Variables impacting Click-to-Talk include agent capacity, visitor preference, product complexity and customer profitability. Deploy Click-to-Talk to right-channel customers and promote your website as the primary service delivery channel.

• Timpani Email: This email management solution funnels inbound email traffic and web form queries through an automated evaluation process, detects common questions and generates automated responses that resolve customer inquiries.

  Items that require further escalation are routed to the agent queue for ticketing, follow-up and resolution.

• Timpani Self-Service: A dynamic knowledgebase with self-learning capabilities, Timpani Self-Service drives visitors to your most cost-effective support channel.

  The application's powerful search engine uses deep processing, natural language and root level intelligence to generate knowledgebase results quickly and efficiently.