Communication Management for Customer Service
With the right approach to customer engagements, you can reduce call volumes and increase customer satisfaction through more cost-effective, relationship-building contacts. Customer Communication Management solutions from Pitney Bowes leverage a 360 degree view of the customer to drive more effective cross-sell efforts. Now you can automate the creation of personalized interactive and on demand communications and increase first-call resolution.
With Pitney Bowes you can cut back on incoming calls and respond more quickly to inquiries:
- Generate clear, easier-to-understand statements
- Give reps immediate access and visibility to customer communications
- Respond in the most appropriate channel including mobile
- Benefit from best-next-action analytics
- Reduce reliance on manual processes
- Guide agents at call centers and during live chat with contextual capability
Discover how you can turn your call center into a profit center with accurate, compliant, relevant communications. Contact us.
Retrieve documents in seconds to reduce response time and call backs
Now your customer service team can retrieve customer documents in secondswith instant access to exact replicas of printed documents and web-presented information so they can respond more quickly and accurately to inquiries. Vault is the only document retrieval solution that renders documents on-the-fly through a customer-centric search.
Learn more about Vault
Embrace personalized, interactive email and SMS communication capabilities
Providing more efficient, personalized and secure support for email customer
communications is a top priority for organizations whose large call
centers are rapidly becoming multi-channel contact
centers. The e-Messaging Solution helps organizations embrace
interactive email and short message service (SMS), managing both in-bound and out-bound communications and response handling, while ensuring legal requirements.
Learn more about e-Messaging
Create and manage real-time, interactive customer communications
With the demand for even faster, more personal customer interactions, enterprises require greater control of their communications, to build lasting relationships and increase profits. EngageOne™ Interactive enables business users to easily create, deliver, and manage real-time, personalized, interactive and on-demand customer communications, across the entire enterprise.
Learn more about EngageOne Interactive
| Challenge | Solution | Pitney Bowes Software Products Used |
|---|---|---|
| Reduce bill-related calls | Easy-to-read, accurate and personalized bills, statements, invoices and letters reduce calls and call resolution time |
CCM Composition Engines |
| Speed call handling time, call closure-time and call backs | CSR central view of customer information and exact replica bills; fast, personal customer interaction |
CCM Vault |
| Reduce errors, improve efficiency and reduce costs handling Interactive communications | Call centers CSRs quickly easily create and deliver real-time highly-personalized interactive communications |
CCM EngageOne Interactive |
| Improve mobile (e-mail & SMS) customer service | CSRs manage in-bound and out-bound email/SMS for a more personalized interaction |
CCM e-Messaging Vault |
| Cross-sell products and services targeted to the individual to increase revenue and customer loyalty | Intelligent and targeted marketing messages on multi-channel communications drive revenue and reduce direct mail costs |
CCM Location Intelligence Predictive Analytics Data Flow Composition Engines |
| Significantly reduce postage and mailing costs | Reduced batch accumulation and e-delivery of communications |
CCM DOC1® EngageOne Interactive EngageOne Liaison |
| Integrate effective communications in-bound and out-bound | Ensure a consistent, branded and person customer experience across all channels |
CCM DOC1® EngageOne Interactive e-Messaging |