FCS Contact Manager
The call center solution for easy reservations and superior customer service

Download the Feature Sheet

Whether the caller wishes to place reservations, gather more detailed hotel information or lodge a complaint, FCS Contact Manager remains an effective channel for the customers to reach the operators/ call center agents. Although the IVR serves to cater to the needs of a growing customer base, for the customer, the ability to talk directly to an agent still remains an integral part of good customer service. With intelligent handling of inbound and outbound calls and seamless synchronization of relevant data with each call, FCS Contact Manager aims to enable personalized and effective handling of interactions that result in customer satisfaction and loyalty.

Feature List

CTI Server - Handling of incoming call and routing the call to agent Agent Module - Support Screen Pop based on Caller Party Identification Supervisor Module - Module allows management of agents in a structured manner IVR Module - Affords the caller the an array of menu options CT Monitor Module - To provide on screen statistical information, e.g. received call, answered call, abandoned call etc CT Administrator Module - Set service level for the systems and agents performance Reporting Module - Generation of reports to assess agents’ performance.