Advantages and USPsSix sources of added value for our clients
Since 2013, ServiceOcean has represented a new level of availability in the digital age. Innovative software solutions improve KPIs for service centres, sales teams and retail stores. Intelligent scheduling manages queues for customer service hotlines, cold calling in sales, and wait times at offices and shops on the basis of pre-defined objectives. Companies benefit from top KPIs, greater cost effectiveness, and happier customers and employees. The software solutions are defined by six USPs.
Advantages and USPs
One of our clients put it very well: ServiceOcean spearheads innovation. Thanks to our in-house research projects with leading universities and exceptional developers, our software solutions represent new-to-the-world innovations.
ServiceOcean is the first company to introduce scheduled call-backs for queues and scheduled invitations for outbound campaigns onto the market. Long wait times and cold calling are now a thing of the past.
The software solutions achieve excellent results in terms of availability and improve KPIs. Call centre associations in Germany and Switzerland have named ServiceOcean the best service centre innovation many times over.
The key USP is the software back end. It offers exceptional flexibility and is continually being developed. Countless configurations allow for new areas of application and solutions to various problems.
The solutions are specially designed for complex inbound and outbound calling, as well as all online platforms with websites, apps, intranet systems, video, etc. Moreover, the software can be scaled up and down for teams of all sizes, from single employees all the way to large teams.
Whether call-backs or in-person consultations, all types of appointments are possible. In general, the software is able to cover all requirements as standard. Clients can manage the solution in real time via the back end. The software is continuously developed and is updated quarterly.
The all-in-one-solution is comprised of various modules and configurations. Different solution packages are specially designed for inbound calling, outbound calling, all online platforms and Amazon Alexa.
The software follows a multi-channel approach and synchronises the available scheduling slots in real time across all points of contact. From scheduling an appointment all the way to successful resolution, the entire process is completely automated from start to finish.
Available slots are shown for each team or relevant skill based on capacity across all channels. The software guarantees scheduling that is precise to the minute and allows for flexible routing rules. Teams can go on working the same way they did before without having to actively schedule employees for appointments.
ServiceOcean has worked with a large number of clients and completed successful projects across all industries. We attach great importance to long-term relationships with our clients and are happy to offer them a helping hand no matter what challenge they face.
In recent years, we have developed a method to improve our clients’ KPIs. Our software regularly increases our clients’ availability by more than 20 per cent without additional employees.
Don’t just take our word for it. We are happy to put you in touch with our clients directly. Talk to them about what it’s like to work with us and get first-hand feedback.
The solution works without any IT interfaces, while at the same time offering the user countless advantages. The software is able to provide full functionality without an IT interface thanks to innovative processes and corresponding back-end functions.
This means projects can go live more quickly and achieve quantifiable results. Should you decide to change systems, ServiceOcean can adapt flexibly. Avaya, Sikom, Cisco, Genesys, SAP, or other providers: ServiceOcean works immediately with every system.
Upon request, the software can also be integrated into existing systems using state-of-the-art web services and connectors. ServiceOcean offers interfaces to telephone systems, reporting systems, personnel scheduling systems, calendar systems and CRM systems.
Our clients are able to achieve exceptional success thanks to not only our optimal software solutions, but also to our professional project management. Our experts optimise the software precisely based on our clients’ requirements and, naturally, offer support during go-live.
After the go-live, we continue to evaluate the data and optimise the solution in coordination with our clients. In this way, we are able to take the performance indicators for availability to a new level.
ServiceOcean represents one-of-a-kind software solutions and consulting services backed by unrivalled knowledge. Our business is ensuring that our clients are successful. Try out a pilot project and see for yourself! Up to now, every pilot project has transitioned into full utilisation.