Qwest Contact Center Solutions

How do your customers expect to interact with you?

1. “800” number to Self Service application
2. “800” number to live Agent
3. Website self service
4. E-mail
5. Click to Chat web access

Do you have a plan to integrate various customer contact channels to satisfy your customers’ expectations? Do you know if your customers’ expectations are being happily met or sorely missed?

As customer touch points increase, keeping a consistent and coordinated customer experience becomes more and more challenging. Qwest can help you evaluate who your customers are and what they expect so that you can create a customer experience that goes beyond your customers expectations. Whether IVR, Chat, E-mail, Web or Live Agents, we can provide you an integrated solution that lets customers interact with you the way that is most comfortable for them and economic for you.

Qwest® Contact Center Solutions is comprised of several flexible, scalable and highly reliable Qwest network hosted services that can work independently or together to assist customers in managing their inbound and outbound contact centers. These services include routing and distributing requests to live agents without geographic limitations, Web chats, e-mail and self-help applications (both touch-tone and speech). The portfolio includes:

Qwest Hosted IVR is a highly customizable interactive voice response (IVR) and speech recognition platform that integrates with your applications using the industry standard Voice XML programming language. Qwest Hosted IVR can work as a stand-alone application platform or integrate with your current Web applications and databases, automatic call distribution (ACD) and other vendor IVR’s utilizing computer telephony integration (CTI). Qwest Hosted IVR is customized to fit your specific business needs and provides the reliability and scalability of a network-based solution with the control and flexibility of a premises-based implementation. Download this product overview.

Qwest Notify is a quick, reliable and easy way to notify their customers of important information. Qwest Notify service delivers a robust, multi-channel communications solution, providing your business with the power to easily deliver information by voice, e-mail, SMS message or FAX. Qwest Notify can provide automated notifications to your customers for a variety of events. Examples include appointment reminders, payment reminders and order ready for pick up, to name a few. Download this product overview.

Qwest EZ Route is a, network-based IVR tool that provides an easy to use graphical user interface (GUI) that allows you to build self-service menu trees with multiple voice prompts in minutes. Via a Web browser, you can build an IVR solution that adapts rapidly to your changing environment. Qwest EZ Route is an elegantly simple solution that provides basic IVR functionality in a highly scalable and flexible environment. Download this product overview.

Q Routing® is a Qwest network-hosted contact center service that provides flexible call routing via a virtual contact center platform and eliminates the need for complex integration with multiple premises-based systems. Q Routing uses the Qwest network to route calls utilizing direct network-to-agent skills-based routing based on your unique business rules. Your customers want to communicate with your business 24x7x365. Qwest understands this and can provide our customers with the critical Disaster Recovery capabilities to ensure that expectation is met. Qwest can enable virtualization of the agent pool to ensure that even in the event of an emergency, natural disaster, or other business changes, you are always able to serve your customers. Download this product overview.

Qwest® Toll Free Service is a technologically advanced 8XX offering that provides a complete set of routing features to effectively distribute and manage calls to contact centers reducing your operational costs and maximizing the efficiency of your business while providing quality service for your customers. When combined with the Q Routing, EZ Route, or Qwest Web Contact Center, you receive the ability to route and manage contact center transactions in a highly efficient and cost-effective manner. Download this product overview.

Qwest takes the complexity out of managing the underlying technology structure of your Contact Center, including the Customer Access Media, the Telephone Network, and the Hardware and Application layers, letting you focus on managing the Service Quality Standards and Customer Experience. Qwest applies the knowledge garnered from over 100 years of managing our Carrier Class infrastructure and the proven technology elements of the Genesys GVP and "Frameworks" Hosted Contact Center Platforms. Your focus can be placed on optimizing the balance between Complex Agent handled Applications and Simpler Customer Self-Service, thus optimizing contact center personnel and ensuring premier customer choice and experience.

Qwest provides tools to help you understand your customer’s experience. Historically, knowing IVR call volumes and call peaks was acceptable. However, this data alone does not provide insight into transaction trending by application nor does it provide insight into caller behavior and experience. Managers within the Customer Service, Marketing, Finance, and IT departments are interested in evaluating the success of their IVR self-service applications. Qwest recognizes this need and has created a network hosted IVR reporting application as a feature of its network hosted IVR product. Qwest’s reporting will help you monitor and track your customer interaction flows to enable you to proactively update your strategy as your customer needs change.