Customer Interaction Management

Contact center, call center and premium video solutions: Your success factors for inspirational customer interaction

Swisscom’s contact center, call center and premium video solutions and services are based on non-industry-specific end-to-end customer interaction solutions, beginning with advice and ranging from setup to 24/7 operation. As a general contractor, we provide support for projects at both national and international level. In the case of both standardised and customer-specific services, our customers specify whether they would like to have/use the solutions and services from the high-availability Swisscom Cloud or on their own premises.

Our experienced team of experts, who have a proven record in the field, helps customers from the design stage through to the rollout of the solution.

Your expert

Fernand Escofet

Sales Consultant

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Overview of the Customer Interaction Management (CIM) portfolio.

To learn more about the individual solutions, click on the terms in the right half of the graphic. Our experts are on hand should you wish to contact them; this contact is non-binding.

Mobile applications allow the customers to communicate with the Service Center while on the move.

Customers are able to perform highly complex tasks independently and without agent support.

Examples: setting up new passwords, customer surveys, changes of address with Visual IVR and much more.

Collaboration allows you to share documents or websites with customers on the one hand, while also making it possible for you and the customers to edit these at the same time, on the other.

AI automates simple Service Center tasks such as e-mail classification and e-mail replies. The Automation service can also be performed via chatbots or avatars and on a 24/7 basis, on request.

The speech recognition function allows you to clearly identify individuals, as well as establish speech content and perform speech-to-text transcription.

With premium video and conference solutions, organisations such as banks or insurance companies are able to service branches at locations with low populations in a resource-efficient way. This means that fewer employees are needed on site as it is possible to connect others via video, where needed.

In order to maintain an overview and make the right decisions in an efficient manner, the head of the Service Center is supported by intelligent and intuitive reports.

Integrate external customer chats via the website or internal enquiries via Skype for Business or even other instant messaging products in your Service Center.

In order to significantly reduce processing times and avoid e-mail losses (closed loop), customer interactions can be managed using intelligent blending technologies in the Service Center.

By integrating CRM systems from all reputable manufacturers using state-of-the-art interfaces, agents are able to serve customers promptly and efficiently.

With the Workforce Management Tool, you are able to optimise your use of resources thanks to efficient staff planning and therefore improve your customer service.

Whether you are looking to purchase or rent the solution, are a small or large company or are active on a national or global scale, you can benefit from the right multichannel solution for your Contact Center (telephone, e-mail, chat, social media and much more).

For training purposes and to ensure ideal agent support, which goes hand in hand with this, supervisors can benefit from the call recording or listening-in functions.

Your existing web-based business applications can be quickly and easily integrated into our Contact Center solutions.

Improve your end customers’ experience and make your core business easier for your employees.

Flexibility

Your employees become more agile and have more time for individual customer enquiries.

Agility

You receive a Contact Center solution tailored precisely to your needs.

Professionalism

You benefit from in-depth, end-to-end expert knowledge gained over many years.

State-of-the-Art-Portfolio

According to the Gartner Rankings by placing your trust in Swisscom, you can count on a worldwide market-leading product portfolio.