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Multichannel contact center

In a world of products and services that can be compared against one another worldwide, having the best possible customer service is often what gives you the decisive advantage on the market. Using WTG’s Contact Center Solutions will guarantee that your customers are satisfied.

The age of the classic call center is over: Modern contact centers are dominated by real-time multimedia communication, along with asynchronous media. 24 hours a day, customer queries come into the contact center from all over the world – by phone, e-mail, fax, SMS, webchat or via any number of social media channels. If you are to have a hope of dealing successfully with this flood of queries, you are simply going to need a smart contact center management system. And that means more than just the high-performance technical equipment, but also a scalable overall solution with the capacity to coordinate, optimize and analyze the work of your agents. WTG’s state-of-the art product and service portfolio can meet all your technological requirements and all the innovative communication processes you need from within our Contact Center range of solutions.

The benefits at a glance:
  • Improved customer service
  • Maximum transparency thanks to integrated controlling and reporting functions
  • Seamless integration of already existing systems, such as SAP, Salesforce, etc.
Gerardo Leon-Martinez

Sales Manager

+49 69 247483 170gerardo.leon-martinez@wtg.com

State-of-the-art customer service with integrated quality management

What a customer wanted in the days of the classic call center was to get connected with an advisor as quickly as possible. These days in a multichannel contact center the issue is to get routed to the most suitable agent as quickly as possible, irrespective of the media channel you are using. Using WTG’s Contact Center the hardest part of the work is already done before the agent becomes involved.

You benefit from …
  • Automatic call recognition for the best possible pre-selection of language and individual customer care agent
  • Preconfigured forms for service agents – based on use of automatic text recognition for customer contact in writing
  • Wide-ranging reporting functions for analysis of preferred communication channels, response times and training needs for agents
Service

We are there for you!

  • Professional & integration services

With our experience in all sorts of projects and our extensive specialist business knowledge, WTG can integrate the entire gamut of complex applications seamlessly into your existing ICT infrastructure.

  • Service & support

We consider our support services to be an essential element in your success and commit ourselves to live up to every aspect of the agreed service levels, and to check and improve on the quality of our services continuously.

  • Project management

Basing our approach on cutting-edge project management methods, we make full use of our excellent technical knowledge while implementing your ICT strategies, keeping implementation times down and the effort required to a minimum.

With our professional and managed services, you are in the very best hands. 

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THE WAY WE DO THINGS

With WTG: from idea to solution.

Idea

It all begins with your idea – we do the rest. We apply our comprehensive knowledge and long experience to get your business case up and running.

Design

The first step is analysis, then the conceptual design, followed by the implementation plan. You can always rely on us to employ cutting-edge technology, to provide maximum security and to communicate personally.

Installation

Whether the project is about integrating new systems or adding enhancements to existing functionalities, our team of experts remains at your side until the solution is working absolutely seamlessly. And, well beyond that stage, you can still rely on our 365-day, 24/7 service.

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