LUCS is a multimodal Contact Center designed completely based on the Microsoft Unified Communication Platform Lync. The goal of the solution is to enable communications between businesses and their customers without being dependent on type of device or time of day, thus achieving a high level of cost-effectiveness in implementation and operations. Many businesses are already using Contact Center, which offers more than one modality. However, these generally have the major drawback of running on different communications channels and over different systems and applications.
That means that customer service associates must install more applications locally, which is tedious for both operations and maintenance. With Lync, customer service associates have a program that optimally combines voice, chat, and application sharing in a single product. That’s why Luware chose Microsoft’s Unified Communications solution and has expanded the options for communication between customers and businesses, so that communication can be initiated using any of the following channels and devices:
LUCS was developed based on Microsoft Unified Communications. All interactions between customers and customer service are available based on the services of Microsoft Lync.
All current modes of communication, such as chat, voice, video and e-mail are available to the customer as part of one package
Customers can switch between media at any time during their conversation.
Policy-Based Distribution, an algorithm developed by Luware, ensures optimal distribution of customer queries to available and qualified agents. Result: Low wait times, optimal expertise available to answer customer inquiries, and optimal utilization of agents.
The search for an available agent starts in the primary search area and expands in stages as availability decreases.
The call distribution rules are established as corporate policies, so that a company guideline can also be implemented for customer service.
All customer services include the well-known integrated presence information from Microsoft Lync.
Customers can already see the service availability before they contact you.
Callbacks are only routed to available people and experts.
With the Luware Google+, Facebook und Web connectors, your company is always at the right place at the right time.
The customer service associate sees the customer’s action context.
Web and customer service, which used to be isolated from each other, have been brought closer together.
Processes can be illustrated simply and easily in customer service with the Workflow Editor. The graphical user interface and modular structure enable intuitive implementation with a short learning curve.
Processes can be modeled at the business process level – no knowledge of the underlying technology is needed.
Integration into CRM systems can now be done cost-effectively.
Agents can add in their own or outside experts when needed. This makes it possible to handle and resolve customer issues competently and efficiently on first contact. Result: “First Call Resolution” statistics improve significantly, which raises customer satisfaction.
Customer service associates can conduct consultation chats while talking with customers.
When necessary, customers can be transferred to experts or a conference can be set up, in which case all the existing Microsoft Unified Communications options are at your disposal.
Customer Service Management allows supervisors to view agent activities in real time. Customer Service Reporting provides options for analyzing, exporting, and transmitting volumes of data.
Management ad Reporting are Microsoft SQL-based.
Standard Reports are included in the LUCS base package. Custom reports can be created easily.