Contact Centre

Kirona has helped organisations within their contact centre environments to integrate front office services with back office systems. Kirona has provided their job manager functionality and intelligent scheduler to speed up the allocation and completion of jobs and to provide their customers with an enterprise booking engine to manually or automatically generate dates and times at the point of contact.

We have helped organisations achieve this through the adoption of our Field Force Automation (FFA) solution.

Product Overview
FFA software for contact centre staff enables officers in the contact centre through intelligent scripting to create jobs via
the Job Manager interface and easily allocate the job to the most suitable worker via the iScheduler. Job manager integrates with existing software systems and provides a single platform across the organisation to speed up the allocation and completion of jobs as well as providing supervisors with a clear view of workloads and service level agreements. Jobs created at the point of contact are allocated to an officer in real time and provides the customer with an immediate appointment time. This significantly improves customer satisfaction and reduces the handover time for jobs over previous paper based systems as the job is automatically pushed to the officer’s mobile device in real time enabling the officer to carry out the task and record job outcomes and business critical information immediately.

Typical outcomes from the use of Kirona’s Job Manager and iScheduler within contact centres include improved reporting and booking appointments by citizens, improved customer satisfaction and management information through real time allocation and data capture of jobs and real time visibility of the workforce for managers and contact centre staff.

Contact Us
Kirona’s contact centre FFA solution can be fully integrated into your existing office systems, allowing your organisation to improve productivity and reduce costs.

Email info@kirona.com, request a call back from our team, or request our Product Factsheet.