Customers
Arc recognises that every organisation has three distinct communities of stakeholders: customers, employees and managers. All of these groups are directly impacted by the infrastructure, processes and information that exist with an enterprise and all face different challenges when these elements are not as efficient as they could be.
Customers remain the vital component to any organisation, whether public or private sector. Although these stakeholders may be referred to differently (ie: clients, patients, student, public etc) they all have a common core set of requirements, when contacting an organisation:
Customers need to be:
- Answered quickly at the point of contact
- Immediately routed to the right person
- Given instant access to relevant information
- Recognised as a customer
- Provided with choices of contact
- Allowed to contact at their preferred time
Arc applications are all driven by a rich directory source which contains role based and status information. This ensures that an organisation knows who does what, who is available or who can help the customer if a primary contact is not available. This type of information based communication is not only just provided by Arc’s powerful range of operator consoles and departmental answering applications, but is also prevalent in our call logging and management tools, directory systems and IP phone based applications.
Using Arc will provide Cisco Unified Communications system users with better communications management, faster customer response and leverage investment in IP telephony infrastructure. These improvements will improve customer service and streamline processes, thus benefitting internal and external customers as well as system users and managers.