Maestro Brochure_Portrait_v1.0

You can change How You Engage Maestro Contact Centre is a Unified Communication platform that enables your customers’ to engage with your business 24-7-365 on their channel of choice. Make it Omni-Channel Having a solution that integrates between your lines of business allows for flexibility. Customers’ can switch between channels along their journey with you. We integrate customers, agents and business targets with systems, applications and channels, making customer engagement easy and convenient. Unified View Bill Payments Today’s customers value personalisation and want brands to know more about Wealth Ticketing them. To provide content that is Management relevant, of value, and of interest to your customer it is imperative to have a CRM Legal Unified Agent Desktop that shows who Profile Advise the customer is, how they relate to your organisation, what is the context of their eStatements Logistics Status interaction and is there a recent issue that the agent should be aware of? Check Status Recording Automation Record voice and screen activities Simple bots can be designed to associated with interactions to deliver basic session handling for all media types e.g. pre- monitor and evaluate attributes of processing a session and client conversations. collecting key details about a customer before it is delivered Recording integrated with workflows to a live agent. for coaching assists in improving workforce performance and customer experience. Blending to Meet SLA’s Performance, Training and Improvement Have a single agent manage Exact metrics for all contact both incoming and outgoing centre activities are available sessions as needed reducing via historical or near real-time reports, dashboards & the need to increase head wallboards. count.

Increase Customer Satisfaction Customer service and customer experience are interchangeable and a single touchpoint impacts feelings & emotions throughout the customer journey. Get customer insights via text or voice surveys to measure NPS and CSAT scores while managing brand loyalty. Web API Data Services Development Integration Third Party Integration Open API Framework Maestro’s open API framework defines multiple ways in which we can integrate and interact with back-end / third party systems. An array of protocols are supported: from socket connections, Web API (http/https), SOAP or REST services, ASP.NET customised services, database provider connections and workflow integration. App CRM Backend Development Integration Integration Premise vs Cloud vs Hybrid Quality Connect’s Maestro platform can be deployed on Premise, hosted in a Private Cloud (SaaS) or as a Hybrid model in which you keep critical server in-house but use the hosted application to manage your data. Choose between Single or Multi tenant configurations for a strategy that suits your business needs. Professional Services Where Maestro becomes part of your operational day- to-day work, more user enablement and product onboarding is needed. Our professional services team have hands-on experience implementing Maestro and are therefore critical to defining and maintaining your solution. For more information Contact Us: +27 (0)11 482 3600 Quality Connect [email protected] @GoQConnect www.qconnect.co.za