TELUS Frontline Service enables you to improve the operational efficiency of your contact centre to optimize the customer experience.  You can facilitate self-service, empower agents with a single view of the customer and accelerate responses to ensure that customers receive the level of service they demand.

• Leverage 24/7 self-service to empower customers with essential information for quick issue resolution
• Redirect repetitive inquiries to self service channels so that agents can focus on high value customer interactions
• Empower agents with a single view of the customer across all contact channels including phone, email, Web and chat
• Streamline email responses by leveraging the self learning knowledge database that can produce quick, clear and accurate answers

Key Features and Benefits

How quickly and efficiently you resolve customer issues relies on your ability to provide both customers and agents with critical information, either for self-service or assisted help.

• Self-learning knowledge base gives agents and customers access to relevant customer and company information.  Dynamic in nature, the knowledge base updates information after every interaction so that it can guide future interactions proactively based on the evolving service needs of customers
• Capture customer-initiated incidents across every channel and provide targeted responses to satisfy service needs