Apar’s Contact Centre Management solution – eLite – is a comprehensive solution providing seamless customer service functionality for contact centers, delivering an integrated cross-channel experience, transforming them into efficient issue resolution centers. Our customer Interaction Management solutions prepare your business for success by providing the foundation for delivering amazing customer experiences – from self-service to agent-assisted, from the contact center to the larger enterprise, on-premises to cloud.
Our modern contact center software solutions bring together all the critical pieces that underpin remarkable customer engagements by giving your agents the tools they need to have rewarding conversations with your customers across all channels and take immediate, meaningful actions.
eLite is differentiated by unique capabilities such as:
Issue management tracks all customer service requests, routes and assigns cases intelligently to appropriate teams or agent, sets priority and responds to cases across a variety of mediums, including e-mail, phone etc. easily. It manages, monitors and tracks performance and case resolution time for faster resolution of customer issues and takes corrective actions as required to ensure flawless customer experience.
Knowledge Management creates a database for frequently asked questions or issues faced by your product users and circulates the same to the employees for learning improving productivity. The powerful search capability helps agents access a unified knowledge base to identify the best solution.
elite provides a customer experience that is truly best-in-class, providing a consistent experience across channels and touchpoints, while taking your customers’ preferences and history into account. The platform gives you the features you need to give your customers the experience they demand, via IVR or mobile self-service, inbound and outbound voice, email, SMS, chat and even video interactions.
Customer Service Analytics
elite provides customizable and pre-built real-time analytics and reporting help improve first-contact resolution, maximize service-to-sales opportunities and monitor call quality to provide a better customer experience.
Alerts and Notifications
eLite notifies agents when a new task has been assigned and sets alerts/reminders on the task assigned to them. Alerts can be sent on a predetermined date and time through e-mail, SMS or browser pop-ups. Elite uses KPI thresholds that allow supervisors and managers to proactively address issues. Business users can create custom alerts through simple wizards. Alerts can recognize exceptional performance, highlight an issue, or indicate the need for a deeper look. Alerts and notifications are instantly visible on the dashboard or routed through email, ensuring the right user has the information they need for better decisions today.
What can eLite achieve?