What do we offer?
Today’s customers want to be able to contact you via multiple channels. This is why at FEXCO we offer a Multi-channel Contact Centre solution which includes phone, email, mobile and social media. We provide a consistent quality of response across all customer contact points.
The FEXCO Contact Management solution has evolved over a number of years to satisfy changing customer needs and priorities. Our solutions support agents (Customer Service Representatives) across multiple channels and are designed using industry leading technology components to deliver a unified communications workspace for the agent.
We believe that leveraging our technology capability is a critical component in delivering value added service-enriched solutions.
We provide a robust, flexible and scalable multi-channel contact centre environment to communicate with your customer base.
Phone (Landline) and Mobile, inbound and outbound calls are managed using the Avaya Contact Centre platform. All reporting is through our Oracle Business Intelligence Suite (OBIEE).
FEXCO MBSO’s social media monitoring and response processes are managed using a combination of best in class technical solutions and skilled resources.
Mail/Fax scanned documents
The OpenQ web services interface is used to drive alerts from either custom or third party applications into Agent Desktop.
Agent Desktop is used for email handling. Predefined messages or responses to typical customer queries are added as templates thus enabling automated responses. We route emails into a work queue with live reporting and intelligent scripting.
SMS Short Message
Contact Centre Multi-media (CCMM) email manager retrieves the SMS text message and queues it to the appropriate skillset.
FEXCO’s Live Chat solution allows customers to communicate with agents in the FEXCO Contact Centre in real time using easily accessible web interfaces. Our Live Chat web interface is customised for each client.
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FEXCO MBSO Details
Registered address: FEXCO Centre, Iveragh Road, Killorglin, Co. Kerry.