Contact Center Management

To manage a Center of Excellence, it is imperative to have a culture of excellence. It begins with having the right tools to perform efficiently; the right people in the right positions doing the right tasks; the right processes to deliver professional, reliable and accurate information; and the right policies to deliver courteous and supportive services. The management team at Egis brings 25 years of delivering Centers of Excellence to the transportation industry with projects that have been independently validated for their superior performance.

We provide high-quality, sustainable service using customer-centric solutions based on innovation and continuous improvement.

Our Omni Channel (OC) solutions are designed to route incoming contacts in a manner that best serves customers and the general public in multi-languages, including their desires for self-service via the internet and personal communication devices.

The Interactive Voice Response (IVR) system is an important component of the Egis OC solution. Our IVR approach begins with the most frequent reasons for calling, progressing to the more infrequent reasons listed toward the end of the decision tree. Customers can review and update account information, account balances, payments, and transactions 24 hours per day, seven days per week using their phones and a variety of applications.

Egis offers a range of new concepts that bring visual aids to people calling the Contact Center from their smartphone through a “Visual IVR” that guides customers through the IVR using a series of questions that aligns with the voice system, or using Artificial Intelligence (AI) that employs automated voice and chat to interact holistically with customers. These automated approaches eliminate wait time by engaging the customer immediately and satisfy a large percentage of customer needs without involving a live agent.

Our AI solutions are aimed at customers who prefer to use applications on their smartphones (or other personal devices) to interact with our customer service team. This approach also provides hearing impaired customers with superior customer service through telecommunications and computer accessibility. It is easy to connect to our centers over teletypewriters, cell phones, tablets and computers for voice, chat and SMS.

Automatic Caller Distribution (ACD) is an essential building block for our Omni Channel approach for traditional callers. The ACD offers a method for distributing incoming calls efficiently and equitably among available CSRs based on their level of skills. Using Computer Telephony Integration (CTI), this enables the OC solution to provide automatic identification of the customer account through an inbound call by collecting essential information about the user and running it against internal databases.

Software as a Service (SaaS) is another innovative approach being used in our customer contact centers. SaaS/Voice over Internet Protocol (VOIP) enables Egis to manage our contact centers from any single location and/or from multiple locations at the same time. SaaS is the perfect solution for Business Continuity, Disaster Recovery, and Remote Agents services.

To ensure we offer a consistent, high-quality service on every project, we implement tools that are essential to operating a Center of Excellence including: performance monitoring solutions, workforce management systems, internal communication platforms, digital workflows, learning management systems, document repositories and case management systems.

Since 2011, Egis has achieved BenchmarkPortal Center of Excellence Certification. “We certified Egis Projects, Inc.’s customer care operations as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service,” said Bruce Belfiore, CEO of BenchmarkPortal.

Egis is a member of the Orlando Call Center Management Group and participates in professional contact center meetings with the International Customer Management Institute (ICMI).