CSC Embrace: Contact Center Solutions
Transform your call center from a headache into a competitive advantage.
With CSC Embrace you can easily create a state-of-the-art contact center that will be a source of competitive advantage. You’ll be able to provide professional, focused customer service regardless of where your representatives are based.
Because CSC Embrace spans multiple touch points completely independent of geographies and organizational barriers, your customers will enjoy a truly seamless experience. You’ll also get the power to optimize resources and costs using integrated real-time and historical performance insights.
- Integrate new communications channels in your existing call center
- Improve customer satisfaction and loyalty
- Track and manage the performance of your agents and call centers as a whole, across all touch points and locations
- Control call center costs
- Centralize and control all your customer and employee activities in a single virtual queue
- Employees can work from multiple locations, including work from home
With a CSC Contact Center, you benefit from a true fully managed contact center solution. Not only does CSC manage, implement, support and host the solution, CSC also owns and develop the solution continuously, in conjunction with our clients and market needs.
Deliver better service and increase flexibility
Customers can choose when and how to get in touch with you according to their preference, because CSC Embrace brings all types of communication channel into one integrated queue. Enquiries are automatically categorized and routed to the right person, minimizing frustrating transfers between agents and maximizing first-call-resolution.
Customers can also take advantage of self-service options, reducing the burden on your agents. The CSC Embrace Statistical Tool is a valuable business decision and reporting tool that provides centralized service level reporting across all channels and agent locations.
With CSC Embrace your contact center becomes a closely integrated part of your business that can actively respond to change. By using all the information available through your existing telephony platform, communication and CRM systems, along with its own dynamic forecasting of demand, CSC Embrace will help you to improve staffing, queue handling and service levels.
CSC Embrace offers:
- Multitenant benefits
- High security and stability setup
- Global CSC support on all IT and contact center related aspects
- Fast deployment
- Low maintenance
Scalable and flexible contact center solution
CSC Embrace is a scalable and flexible solution, available as a traditional software license or through a Software as a Service (SaaS) model.
It’s designed to support organizations with large numbers of inbound and outbound customer interactions, originating from multiple touch points. It supports a host of communication channels and functionality including web
forms, live web chat, co-browsing and click-to-call, plus phone, email, SMS and fax — whatever device your customers
prefer, there will be an agent ready at the other end.
If you opt for our fully managed SaaS version, you benefit from high availability without the cost or management workload of running your own contact center software in-house.
CSC Embrace is a standard solution that can be configured to fit your specific requirements and legacy systems. Our efficient implementation process will get you up and running quickly. After a consulting pre-study, we’ll configure the system to fit your needs and integrate it with your existing systems, infrastructure and service providers — such as telephony, email, CRM and SMS.
The implementation normally takes just 10-12 weeks. We offer full documentation, training, technical support and consulting — whether you have opted for our SaaS or licensed software version. The statistics and monitoring provided by CSC Embrace create a solid business foundation for optimizing channel strategies, follow-up and call routing, to maximize agent utilization.
Why CSC Embrace Contact Center Solution?
- We have more than 15 years of experience in providing contact center solutions and related services.
- CSC Embrace is implemented in six countries, used from approximately 100 geographical locations, and handles over 20 million voice and email transactions each year.
- CSC Embrace has been delivered to clients since 1995 as a fully managed software as a service solution, on a multitenant platform.
- We’ve been delivering IT services for over 50 years and are experts in combining global resources with local presence to create a seamless “one team”experience that respects cultural considerations.
- Our CSC Embrace SaaS setup provides you with the highest 24x7 99.8% availability and security.
- Our global security and compliance leadership sets tough new standards for government and industry security.
