IP Contact Center

It is ABS’ belief that almost everyone is in the contact center business. We believe that if you have employees who speak with your customers, constituents, or parents, then you have a contact center. It is just not in the context of what most consider when thinking of a contact center. ABS believes that IP-based contact centers offer our clients the technology equivalent of "tastes great/less filling."            

Leveraging the capabilities and ubiquity of high speed IP access, ABS contact center clients have been able to reduce the costs of their customer interaction while at the same time increasing the quality of the customer experience. IP Contact centers allow our clients the opportunity to interact with their customers/constituents in the way that best suits them at the time that is most convenient for the caller.

In the broadest terms, ABS believes that the difference between a contact center agent and a non-contact center agent is that the contact center agent does not have the luxury of call screening. They must answer the phone whenever it rings at their desk – and that desk could be anywhere, securely connected to the IP network. Considered in that context, the ability to monitor, report, and manage customer/constituent interactions opens a whole new world of productivity and customer satisfaction possibilities. ABS can deliver statistical reporting based on wrap-up codes that help our clients solve problems rather than just treat symptoms. Based on our scripting and reporting models, our clients can spot trends, trouble areas, and opportunities and react to them rather than pushing forward with business as usual, ignoring the process improvement potential.

ABS has been the "go-to" partner for Cisco IP contact centers for the past several years with installations up and down the East Coast, having deployed over 2,500 Cisco IP Contact center seats across 80 contact centers. We are big advocates of Cisco IP Contact center strategy as an integral application for our Cisco Unified Communications clients.