AITHERAS believes customers reach out to business in methods beyond the telephone. As an Amazon Connect Partner, AITHERAS implements contact centers with Omnichannel solutions utilizing Interactive Voice Response (IVR) systems combined with Auto Attendant (AA) and chat functionality.
The advantages of the AITHERAS Contact Center utilizing Amazon Connect:
Omnichannel Customer Engagement
Modern contact centers often support as many as 11 communication channels, including telephone, web, chat, email, and social media to meet customer expectations. It is critical to preserve the context from each interaction as the customer moves between communication vehicles. Contact centers can provide better customer engagement through a consistent and cohesive omnichannel experience.
Virtual Contact Center
A virtual contact center enables employees to work from any location, such as smaller contact centers, branch offices, retail stores, and from home. Since there is no need for additional equipment or office space, a virtual contact center can reduce capital expenses and scale easily. With flexibility to allow for agents to work in locations of their choice, virtual contact centers can also help reduce employee turnover rates – a common problem with contact center staffing.
Advanced IVR Systems
· Automated call routing to reduce agent connect time
· Capture of pertinent demographic information from caller
· Repeating information back for accuracy
· Interactive with spreadsheets
· Automatic Speech Recognition - Numerals "0-9" and/or a library of specific words to interact with system prompts
· Fast, accurate answers to call inquiries 24 hours a day
· Menu-driven systems that allow navigation through options and provide opportunities to listen to announcements and leave
voice mail and/or send email
· Notification to callers of approximate wait time and option to have an agent return call
· Ability for customers to access a survey of their experience
· Ability to offer multilingual menu choices
· Call routing to appropriate agent based on caller information and menu selections
Amazon Connect Advantages
Amazon contact center is at the core of our business, working hard to solve critical issues and improve customer experience with every interaction. Managers set up, configure, and manage the day-to-day operations to enable fast, seamless customer interactions. On our frontline, agents need the right information at the right time to help customers and solve their issues quickly. Making changes is easy with an intuitive UI that allows us to create voice and chat contact flows, or agent tasks without any coding, rather than custom development that can take months and cost millions of dollars.
Contact Center Staffing
AITHERAS utilizes an aggressive approach to recruiting and staffing its Contact Center in which only demonstrably qualified personnel are considered for employment. By thoroughly screening potential employees and practicing an exceedingly selective process, the AITHERAS team maximizes the potential for client satisfaction while simultaneously minimizing the potential risks inherent in less selective staffing models.
AITHERAS has a lengthy history of staffing critical projects regarding sensitive data with suitable individuals. Over the course of six Arlington National Cemetery (ANC) contracts, we have had to reach peak staffing levels of over 120 contact center representatives, imaging and workflow operators who were all required to pass background investigations and undergo routine security training. In addition, we have provided Contact Center support for the U.S. Department of Labor and TSA. This has been a common requirement for most of our federal and private sector contracts simply as a result of the sensitive nature of this type of work. To this end, AITHERAS is prepared for and experienced in pre-screening individuals for suitability to work on such contracts; in tracking mandatory security training of identified individuals assigned to such projects; and in ensuring that required background investigation processes are properly followed to ensure timely project onboarding of staff.