Fidelity Connect

What We Offer?

The customer-facing contact center forms the backbone of any business as they provide worthwhile customer service which ensures customer satisfaction and drives sales helping form the brands’ name. But, at present contact centers are riddled with the same issues which are clogging the customer service process and ultimately taking a dig at business operations.

So, to mitigate inadequate customer service challenges, Opden Tec is at the forefront of innovation and transformation. We provide advanced and smart contact center solutions to businesses in Kuwait. Our solution, Fidelity Connect Smart Centre, is aimed at improving the phone call attention, quality of service, and more to help businesses in Kuwait extend their call center solutions with the automation trend.

Features Of Fidelity Connect Middle East

A smart contact center solution should be a “one solution plays all” which proves to be appropriate for distinct business specifications and requirements. Be it as a call center solution, or helpdesk hotline, Fidelity Connect is the ideal solution for business. Here’s the features list which makes the Fidelity Connect as the smart contact center solution in Kuwait.

• Fidelity Connect Modules
• Real-Time Reports and Statistics
• Intelligent Call Distribution
• All-In-One Multi Channels
• IVR Integration

Fidelity Connect Modules

Fidelity Connect comes fully integrated with modules which provide customer service representatives/agents to directly support customer queries in real-time from a single interface scenario. Fidelity Connect smart centre modules include

• Agent Module – This allows customer service agents/representatives to start a session, view call data, in-queue calls, manage calls, redirect calls to superior and more.
• Supervisor Module – It’s a window which allows the supervisor to monitor the customer service representatives/agents activity, in-bound/out-bound call queue, and has an intervention feature which enables better customer service management.
• Wallboard Module – Wallboard Module displays call center activity and comes attached with global view and detailed view which display relevant analytical and specific information.

Real-Time Reports and Statistics

Fidelity Connect smart centre provides a wide variety of real-time reports and statistics which allows comprehensive evaluation on a number of parameters including customer service agent/representative performance, call center solution quality, contact center solution associated statistics & data which enables business form data-driven and informed decision helping in delivering better customer solutions.

Intelligent Call Distribution

Intelligent Call Distribution is a call center solution that sorts and queues incoming calls based on the customer’s choice of preference/query and then routes each one of them to appropriate customer service agent/representative. If the customer service agent/representative isn’t available, then the software routes the call to the next best possible professional.

As a trusted Fidelity Connect smart centre solutions provider in Kuwait, Opden Tec provides advanced contact center solutions supporting intelligent call distribution engineered to maximize efficiency of high-volume calls and to improve call management.

All-In-One Multi Channels

Today, the paradigm of shopping and service has changed. And, so has the customer expectations from the service provider. So, how can companies keep going to provide personalized customer experience? Companies that have an omni-channel presence have proved to fare well.

Multi channel customer service is a business strategy in which the business and the customer communicate over multiple channels or on the customer’s preferred platform for effective communication leading to comprehensive customer service.

With Fidelity Social Media, businesses can manage all interactions with the customers through one interface. Be it a message on Facebook or an email on the business ID, Fidelity Social Media is the perfect call center solution to handle and mitigate customer’s queries in a faster and feasible way.

IVR Integration

Have you ever contacted a business and got an automated response which later redirected you to a customer service agent/representative after taking in your initial response? If yes, you had an encounter with IVR.

Interactive Voice Response or IVR, is an automated business response feature that interacts with the customer and gathers their initial response. This response is later used to decide whether to redirect the customer to advanced automated interaction or to a professional.

Fidelity Connect smart centre comes with the in-built IVR feature that allows to sort and queue the calls while greeting and generating customer response before redirecting the customer. This helps in reducing manual error which further enables better customer service agent/representative performance leading to better customer service.

Benefits Of Fidelity Connect Middle East

Fidelity Connect has proven to be an ideal contact center solution. Here’s the benefits businesses in Kuwait and the Middle East Region availed of Fidelity Connect smart centre solution:

• Few Agents, Fewer Queries – With IVR in place, customer service agents/representatives have to only deal with complex customer queries. While, the rudimentary queries are dealt by advanced automated interaction.
• Reduced Lost Calls – Customer service agent/representative have an agent module at their disposal which displays relevant information including ongoing call data, inbound call queue data, missed call data, and more, which when paired with call-back feature reduces the lost calls list and improves the customer service.

How Can Fidelity Connect Help?

As a smart contact center solution, Fidelity Connect is developed to help businesses with:

• Increased Productivity – Fidelity Connect comes integrated with text-to-speech (TTS) and multi-language automatic speech recognition (ASR) features which lets the business serve their global customer seamlessly which helps in increasing business productivity.
• Comprehensive Monitoring – Fidelity Connect has real-time reporting and monitoring mechanism which allows for comprehensive verification and validation of various parameters enabling better automated call management.
• Optimize Cost & Resources – As Fidelity Connect is a cloud-based smart contact center solution, there is minimal hardware equipment requirement which reduces installation cost and post-installation maintenance & support cost.