Priding ourselves in meeting the demands of an ever-expanding market, White Cat Consultancy specialises in the delivery of complex computer telephony integration and interactive voice recognition solutions into multinational companies.
We provide the tools for your customer to access self-service applications. Using call steering we can lessen the burden on your in-house support staff while providing a seamless service for your customers. We achieve this by implementing Genesys for call routing and distribution via specialised VXML / VB.NET C# applications tailored to suit our client’s needs.
Alongside this, White Cat Consultancy has worked extensively with the Aspect Unified IP (UIP) switch delivering both inbound and outbound applications in VXML/VB.NET and proprietary M3 scripting. For more information on White Cat Consultancy browse our case studies and don't hesitate to contact our sales and support staff.
A Vendor presented a reporting solution that had two significant limitations:
1 – It didn’t provide and could not support the key business dimensions for slice/dice analysis
2 – It could not offer any “in-day” reporting capability
As the Systems Integrator, we quickly understood and designed the product and a bespoke “wrapper” that delivered both requirements whilst leaving the core product unaffected.
We undertook a project to provide contact centre agents with the ability to advise the customer of the wait time for a call transfer to another department. This allowed the agent to set an expectation with a customer - “the queue is short you’ll only to wait a few seconds” or “the wait time is quite high, is there anything else I can help with…”.
The integration was designed to work seamlessly within the context of a call transfer and provide the information at the right time in a clear and consistent manner.
The change was implemented quickly to all contact centre agents following a pilot. The benefits of this change to British Gas were realised instantly. Added to the expected benefit of improved customer experience was a tangible saving of repeat calls from customers who abandoned their call and therefore a reduction in call volumes and agent-time.
The customer required a screen pop to agents with information from their cloud-based Salesforce CRM system to enhance and optimise the agent->customer interaction. As an alternative to vendor supplied expensive per-seat licences, we integrated the customers IVR platform with the CRM supplier’s system through their published cloud-based API. Caller details are looked up in real-time and delivered to an agent on a custom designed screen.
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