Contact Center Solutions

OmniCanel On-Premises and / or Cloud Contact Center solutions that cover the full spectrum of communications - VoiceMode, ACD routing, Email, WebChat, Generic Interactions, Organized Outbound Campaigns, Unified Agent Application.


As far as it may seem to us that, with the help of new channels of communication, it is easier to access information, every organization, regardless of its origin, basic purpose or the industry in which it operates, is in need of a central node in which all requests will come and the source from which to forward the requested information. A multichannel (omnichanel) contact center with associated software and services is precisely the business system through which the relationships with the users of our services are established and maintained, that is, their needs and problems are taken care of.

Contact Center Solutions

OmniCanel On-Premises and / or Cloud Contact Center solutions that cover the full spectrum of communications - VoiceMode, ACD routing, Email, WebChat, Generic Interactions, Organized Outbound Campaigns, Unified Agent Application.


As far as it may seem to us that, with the help of new channels of communication, it is easier to access information, every organization, regardless of its origin, basic purpose or the industry in which it operates, is in need of a central node in which all requests will come and the source from which to forward the requested information. A multichannel (omnichanel) contact center with associated software and services is precisely the business system through which the relationships with the users of our services are established and maintained, that is, their needs and problems are taken care of.

CONTACT CENTER SERVICES AND SOLUTIONS

  • Contact Center

    The multichannel (omnichannel) contact center combines and consolidates voice and electronic communication with business processes using state-of-the-art technologies to:
    • upgrade, automate and monitor the provision of individual services
    • successfully establish contact with users through incoming and outgoing interactions
    • automatically initiate procedures to meet user requests
    • Monitor the current state of the system
    • have an insight, analysis and statistics on the operation of the entire system, including operators
    • Improve the quality of services by monitoring recorded interactions

    Through a unique platform, it is possible to accept and process all types of interactions: phone call, email messages, web chat messages and general-purpose entities that will be processed by operators in accordance with defined procedures. At the same time, authorized supervisors have an insight into the current situation, so they can analyze the performance of the operator for the previous period. The solution is based on standard technologies, so that it easily fits into the existing IT environment of the organization and defined protocols of operation and maintenance.

    We are technologically supporting the following manufacturers of contact center solutions:
    • Genesys | Interactive Intelligence
    • Avaya

  • RPA

    As the primary segment of the fourth industrial revolution and digital transformation, the trend of automation and robotization of business processes is experiencing dynamic expansion. Trends dictated by the market place robotization of business processes as an indispensable prerequisite for increasing productivity, efficiency and precision of business in every respect.

    Robotic Process Automation (RPA) is a modern technology that enables the transformation of computer workstations and / or servers into robots, capable of processing transactions, manipulating data, reacting to system events and messages, and communicating with other digital systems in the same way as performed by employees.

    Robotic Process Automation (RPA) solution enables the technology to be applied to a single workplace, thus helping the employee to perform jobs that are more repetitive according to certain rules (business value add processes). In this way, additional time is freed in which employees can perform tasks they are actually engaged for (customer value add processes).

    Consequently, this technology provides almost immediate and significant improvement in the key areas of modern business:
    • significantly faster provision of quality services
    • incomparable growth of precision, accuracy, efficiency of business
    • Significant increase in employee satisfaction - by eliminating numerous repetitive and monotonous daily activities.

    We are technologically supporting the following manufacturers of RPA solutions:
    • UiPath
    • Contextor

  • CRM for Contact Centers

    It allows monitoring of all interactions with clients regardless of the communication channel.
    The CRM system is a cost-effective solution for acquiring new clients, as well as for achieving a high degree of satisfaction of existing ones. It uses the existing infrastructure and knowledge of employees to quickly achieve set goals. Microsoft Dynamics CRM is a complete solution for managing customer relationships that supports business processes from marketing and sales to support existing clients.

    Our CRM platform solutions offer customers more than standard CRM solutions. The entire business process is conceived to be the basis for building a complete client relationship strategy.
    As part of our solution, users can use the following applications:
    • Agent contact center application that provides all necessary information about the client to the agents and provides complete insight and analysis of all interactions;
    • Complaint management application that allows inspection, search and resolution of customer service requests;
    • Debt Collections Solution for the organization, implementation, execution and monitoring of debt collection.

  • Debt Collection

    A product that combines a industry-friendly methodology and a way of performing debt collection.
    This process is very sensitive and certainly very important in order to maintain business continuity. Nevertheless, there are many mistakes that occur and are repeated in the process of collecting receivables. Most are caused by the lack of a standard approach that is applied in every contact with clients. Debtors are called in unplanned manner, without a clear order and strategy, and this also undermines the results of the invested efforts.

    Saga's solution has implement interfaces to virtually all companies that are in industry of the receivables’ collection. They allow you to monitor the billing process, patterns of client behavior and the billing itself. Thanks to the observed patterns, it is easier to make business decisions about whether the collection of receivables can be improved within the company or outsourcing is better solution.

  • CoBrowsing

    In the era of digitalization of business, the way of communicating with users is an area that challenges companies when it comes to improving customer experience (CX). One way to upgrade is to implement the CoBrowsing solution that allows users to communicate directly with agents via screen sharing.
    Functionality:
    • Joining a user on the web site or app that stops the process that is currently in progress at that location.
    • Navigate to any location on the web.
    • Sharing documents and images.
    • The ability to direct the action of the user directly without taking concrete action by the agent through field emphasis.
    • Privacy and content protection as well as the ability to mask the fields that an agent cannot see.

    We are technologically supporting the CoBrowsing solution:
    • Unblu

  • Customization, upgrades and special solutions

    Upgrade and customization of existing solutions with additional functionality that enhance and enable full utilization of existing Contact Center platforms that customers use.

  • Contact center

    The multichannel (omnichannel) contact center combines and consolidates voice and electronic communication with business processes using state-of-the-art technologies to:
    • upgrade, automate and monitor the provision of individual services
    • successfully establish contact with users through incoming and outgoing interactions
    • automatically initiate procedures to meet user requests
    • Monitor the current state of the system
    • have an insight, analysis and statistics on the operation of the entire system, including operators
    • Improve the quality of services by monitoring recorded interactions
    Through a unique platform, it is possible to accept and process all types of interactions: phone call, email messages, web chat messages and general-purpose entities that will be processed by operators in accordance with defined procedures. At the same time, authorized supervisors have an insight into the current situation, so they can analyze the performance of the operator for the previous period. The solution is based on standard technologies, so that it easily fits into the existing IT environment of the organization and defined protocols of operation and maintenance.

    We are technologically supporting the following manufacturers of contact center solutions:
    • Genesys | Interactive Intelligence
    • Avaya

  • RPA

    As the primary segment of the fourth industrial revolution and digital transformation, the trend of automation and robotization of business processes is experiencing dynamic expansion. Trends dictated by the market place robotization of business processes as an indispensable prerequisite for increasing productivity, efficiency and precision of business in every respect.

    Robotic Process Automation (RPA) is a modern technology that enables the transformation of computer workstations and / or servers into robots, capable of processing transactions, manipulating data, reacting to system events and messages, and communicating with other digital systems in the same way as performed by employees.
    Robotic Process Automation (RPA) solution enables the technology to be applied to a single workplace, thus helping the employee to perform jobs that are more repetitive according to certain rules (business value add processes). In this way, additional time is freed in which employees can perform tasks they are actually engaged for (customer value add processes).

    Consequently, this technology provides almost immediate and significant improvement in the key areas of modern business:
    • significantly faster provision of quality services
    • incomparable growth of precision, accuracy, efficiency of business
    • Significant increase in employee satisfaction - by eliminating numerous repetitive and monotonous daily activities.
    We are technologically supporting the following manufacturers of RPA solutions:
    • UiPath
    • Contextor

  • CRM for Contact Centers

    It allows monitoring of all interactions with clients regardless of the communication channel.
    The CRM system is a cost-effective solution for acquiring new clients, as well as for achieving a high degree of satisfaction of existing ones. It uses the existing infrastructure and knowledge of employees to quickly achieve set goals. Microsoft Dynamics CRM is a complete solution for managing customer relationships that supports business processes from marketing and sales to support existing clients.
    Our CRM platform solutions offer customers more than standard CRM solutions. The entire business process is conceived to be the basis for building a complete client relationship strategy.

    As part of our solution, users can use the following applications:
    • Agent contact center application that provides all necessary information about the client to the agents and provides complete insight and analysis of all interactions;
    • Complaint management application that allows inspection, search and resolution of customer service requests;
    • Debt Collections Solution for the organization, implementation, execution and monitoring of debt collection.

  • Debt Collection

    product that combines a industry-friendly methodology and a way of performing debt collection.
    This process is very sensitive and certainly very important in order to maintain business continuity. Nevertheless, there are many mistakes that occur and are repeated in the process of collecting receivables. Most are caused by the lack of a standard approach that is applied in every contact with clients. Debtors are called in unplanned manner, without a clear order and strategy, and this also undermines the results of the invested efforts.

    Saga's solution has implement interfaces to virtually all companies that are in industry of the receivables’ collection. They allow you to monitor the billing process, patterns of client behavior and the billing itself. Thanks to the observed patterns, it is easier to make business decisions about whether the collection of receivables can be improved within the company or outsourcing is better solution.

  • CoBrowsing

    In the era of digitalization of business, the way of communicating with users is an area that challenges companies when it comes to improving customer experience (CX). One way to upgrade is to implement the CoBrowsing solution that allows users to communicate directly with agents via screen sharing.
    Functionality:
    • Joining a user on the web site or app that stops the process that is currently in progress at that location.
    • Navigate to any location on the web.
    • Sharing documents and images.
    • The ability to direct the action of the user directly without taking concrete action by the agent through field emphasis.
    • Privacy and content protection as well as the ability to mask the fields that an agent cannot see.

    We are technologically supporting the CoBrowsing solution:
    • Unblu

  • Customization, upgrades and special solutions

    Upgrade and customization of existing solutions with additional functionality that enhance and enable full utilization of existing Contact Center platforms that customers use.

INDUSTRIES


CASE STUDY

Genesys Contact center solution and Microsoft Dynamics CRM, unified by Saga’s Agent application in Mongolian XacBank.

Contact center reference

CRM & Debt Collection reference

RPA reference

Saga & Genesys reference

Geomant – Avaya based implementation and integration

Vendors