OUR PROVEN CONTACT CENTER OUTSOURCING TECHNOLOGY SOLUTIONS
BUILT FOR PERFORMANCE. DESIGNED FOR TRANSPARENCY
Our industry leading contact center technology, including Nice CXOne Mpower and Happitu AI Conversational Analysis/Auto Quality improves the experience for your customers and identifies process, policy or quality issues that are driving volume, increasing costs and impacting revenue growth. We continuously invest in the latest contact center technology and security—so you don’t have to. Our PCI compliant infrastructure, tools, and innovation ensure your customers receive the best possible service, while you stay focused on growing your business without the overhead of managing complex systems.
OUR TECHNOLOGY OVERVIEW
Happitu AI Conversational Analysis & Quality Assurance
AI call summaries and Conversational Analysis designed to provide a complete picture of your customer experience and help you discover what customers are saying about your products and services
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Nice CXOne MPower
CXone Mpower is a premier Call Center Software cloud based solution designed to streamline contact center operations and improve customer experience. Featuring an advanced ACD system, CXone efficiently routes calls to the most suitable agents, improving agent productivity and minimizing customer wait times.
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CUSTOM REPORTING AND INSIGHTS
We provide you with 24/7 access to your customer data, and you have instant access to the customer trends that drive your business. Collecting and distilling this data can help you understand what drives your customers to buy, uncover new opportunities, and resolve issues before they become major problems.
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Better Talent Starts with Better Insights.
With Criteria Corp, Customer Direct utilizes a comprehensive portfolio of assessments that reveal insights across many dimensions of a candidate including, cognitive ability, Personality, Emotional Intelligence, Risk and Skills competencies.
Learn MoreHappitu AI Conversational Analysis & Quality Assurance
AI SUMMARIES & CONVERSATIONAL ANALYSIS
Business Intelligence – Turn conversations into clear actionable insights.
Automated Agent Scorecards – Optimize and automate your existing performance scorecards.
Identify Skill Gaps – Uncover specific challenges reps face during discovery, objection handling, or closing phrases, allowing for tailored and effective coaching.
Coaching Dashboards for Managers – Visualize coaching coverage, rep progress, and areas for improvement across the entire team at a glance.
Customer Experience Insights – Track satisfaction patterns across all channels (Voice, Chat, Email, Social).
Nice MPower
CXONE MPOWER OMNICHANNEL ROUTING
CXone Mpower Omnichannel Routing automatically handles customer interaction routing—across voice, chat, email, social, self-service and SMS—to the most suitable agents in real time. Using intelligent routing and business rules, it prioritizes customer needs in context to match them with the agents who can give them the quick, efficient service they want. The interaction routing is completely customizable, so you can set routing priorities based on customer needs, urgency, agents’ skills or any other criteria to serve your customer’s needs.
REPORTING AND BI DASHBOARDS
CUSTOM REPORTS
All Customer interactions are managed within Customer Direct’s proprietary software, which allows for real-time reporting on agent activity and KPI measurement. In addition to measuring performance benchmarks, Customer Direct’s reporting systems track customer engagement and provide valuable market data points. Imagine the power of data that brings real insight into what your customers want and how they think. We provide you with 24/7 access to your customer data, and you have instant access to the customer trends that drive your business. Collecting and distilling this data can help you understand what drives your customers to buy, uncover new opportunities, and resolve issues before they become major problems. Custom Reports are available through our Proprietary software or PowerBi dashboards to provide you with the data you need to manage and improve your business.
EXPERIENCE A BETTER WAY TO HIRE AND DEVELOP TALENT
GET BETTER INSIGHTS ABOUT YOUR CANDIDATES
Customer Direct’s Human Resources department develops unique hiring profiles for each of its Clients. Our agents are carefully selected based on behavior, education, experience, skill and a desire to help others with the assistance of Criteria pre-employment testing.