Your customer service and telecommunication in one hand
Building an excellent customer service doesn’t need to be expensive. All you need is a partner that has it all in one hand. Comnica Contact gives you a virtual contact center, a smart IVR and your calling numbers from all over the world. We also deliver you the call centers you need throughout the CEE in 20+ languages.
Call center and
customer service
Telemarketing
Lead generation,
telesales
Customer satisfaction
measurement
Market research
Poll
Claim management
Comnica Contact Center
Customer experience on multiple channels. Phone, email, SMS, videocall: all functions from one dashboard.
1
Customer experience on every channel
Comnica CC offers you connection to your customers via phone, email, SMS and video call.
Blend your channels any time or use them separately in your campaigns.
- Quick phone connection, in- and outbound
- Personalized messages from database
- Email response for specific client interactions
- Mass / transactional SMS and email sending
- Video call options
2
Smart call management
Neither your customers nor your operators are kept waiting. Be it an inbound or outbound call, Comnica CC’s intelligent dialer connects people in a flash.
You can set the call routing system by countless parameters for each of your campaigns. Use the dialer in preview, progressive and predictive modes for outgoing calls.
- Automatic call distribution, skill-based call routing (ACD, SBR)
- Click-to-call function to start conversations with a single move
- Pre-recorded audio files for immediate play
- Switch calls among operators or to external extensions
- Callback, priority and quota management
- Private Brand Exchange functions
3
Easy-to-use,
transparent interface
No need for installation, the client platform launches with a click. Operators can easily log in even from their home.
A secure internet connection, a workstation and a comfortable headset is all you need to start working.
- Modular structure with a simple, transparent menu
- Customizable client database
- Scripts, terminations and operator states defined per call queues
- Daily and total performance feedback
- Multiplatform solution running on Windows and Linux
4
Real-time control,
continuous quality assurance
With Comnica CC you can follow all processes in your call center real-time.
You can control the operators’ work, the database of ongoing campaigns and deployment of KPIs (ATT, SLA, Hitrate). You also can keep an eye on your clients in the queue. Listen in to the calls real-time and contact your operators via chat if intervention is needed. Former call recordings can be found in a second.
- 100% call recording
- Detailed logs for operator activities
- Dialer parameters can be adjusted per projects
- Monitoring of customers and operators waiting in the queue.
5
Sophisticated reports, simple visualization
See all your data arriving from remote call centres real-time, in one place.
Our software forms your reports in clear-cut diagrams providing comprehensive overview of customer service processes. Not only for your supervisors, but for the C-suite management too. Reports can be forwarded in emails with a single click.
- Reports with adjustable, complex filtering
- Easy-to-use intuitive graphic script editor
- Wallboard function for displaying TV-compatible data
6
Data protection and security
We are taking enterprise-level security measures in Comnica CC. Conversations are protected by encrypted data connection. Audio files and customer information are stored according to the highest technological standards.
Our cloud infrastructure is located in the three most secure domestic server parks with a geo-redundant distribution, thus all data are accessible from multiple locations. Customer data is managed in accordance with GDPR.
- Geo-redundant protection against break-down of physical devices and network outages
- Encrypted data storage
- Multi-level authentication
- Data protection logs
7
Telecommunication services
Comnica CC provides you with comprehensive international and domestic telco services.
Your international call centers can receive calls through local numbers in about 140+ countries. Install Premium Rate Numbers to transform your customer service into a cash-generating unit
- Normal rate, toll-free (green) or premium numbers in 140+ countries
- Excellent audio quality without capacity restrictions
- Traffic through multi-redundant network at competitive prices
8
Smart IVR “add-on”
Navigation, automatisation and payment
As a tailored solution we will develop your smart IVR at your request. You can connect this modul with your CC or telco system to guide your customers through your services or let them pay you easily.
- Navigate the caller and automate steps through interactive voice response
- Work with hundreds of incoming numbers at the same time
- Allow your customers to choose their own language from anywhere
- Select opening hours and days, make ad-hoc announcements with a few clicks
- Secure payments via IVR
Client story
Comnica manages 10 million calls for Wizz Air
Wizz Air is the fastest growing airline in Europe offering routes across 47 countries. Comnica has been a partner of the company since 2015. In 2020 Wizz Air chose our services again for supporting their international call centre activities in the forthcoming 3 years which means handling 10 million calls through our virtual contact centre, from all over the world.
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