ComsysConnect is a Dutch company that originated when the technical possibilities of interactive telephony specialist and service provider(Comsys) were bundled together with the practical experience of the largest virtual call centers in The Netherlands.
ComsysConnect has been able to develop all its knowledge and available possibilities in practice, and has proved that it can quickly adjust to specific user wishes. ComsysConnect is a very easy-to-understand organisation with short lines of communication. Obviously, there is a team of enthusiastic and professional project- and IT employees, who can fulfil customer requirements in practice through their daily work in the contact centre.
ComsysConnect provides a number of unique functionalities to significantly increase the efficiency of contact centres. This is best illustrated by the system characteristic which allows ‘blending‘ of inbound as well as outbound calls, and which automatically allocates a call to an available agent. This ensures that the time of the call centre employees is used as effectively as possible. The system will interpret questions from customers which are received by e-mail, website, chat or text messages (sms) as inbound calls, and will thus be automatically transferred. Due to the fact that all these activities are combined, the work of the employees remains varied.
A number of important market developments are occurring, which makes this new solution attractive. Recently an increased demand for hosted contact centre solutions is developing, This is based on the fact that smaller and medium-sized companies are not in a position to set up their own call centre. ComsysConnect offers companies the flexibility to select either the call centre solution as a hosted or as an in house service. Next teleworking increases in popularity and ComsysConnect has the possibility to integrate teleworking in the activities of a traditional call centre. The primary service provided by ComsysConnect is hosted services, which makes it an interesting solution for both smaller and medium-sized companies.
ComsysConnect offers a full operational hosted contact centre solution with the following features:
No investments required
Tried and tested product
Very easy-to-understand cost structure
The cost price is based on an all-in price per minute
Includes reports and statistics and management tool
Inclusive of call recording
Inclusive of inbound & outbound call blending
Email, chat, data-entry integration
Fully equipped for remote seats (home workers)
Inclusive of IVR management tool for inbound announcements and call back request
Management and Support 24x7
Fully redundant system on 2 protected hosting locations (Amsterdam/Rotterdam)
Scalable to a higher volume at no additional cost
Based on (open) web technology
Easy integration with web-based back-office systems.
Management and developmental environment for Call Scripts
Additional possibilities:
Project dependent IVR for dealing with self-service inbound
SMS MT traffic
Kwalitel Module
The only infrastructural issues the customer is to arrange , is to ensure a telephone per workplace for each agent, with a direct telephone number + headset and a PC with internet connection. Naturally ComsysConnect can provide advice in these matters.
Agents can work at any location where a telephone and a PC with internet connection is available. This provides the possibility for agents working from their home and / or to divide agents in geographical different locations. Should a calamity require the evacuation of the contact centre, the traffic can easily be rerouted to other workplaces.
ComsysConnect was initially implemented by Annie Connect, who used her environment to further develop the product. Anna Kroodsma, director at Annie Connect: “During a period of five years and assisted by more than 350 employees, we tested and optimised the system, resulting in the fact that it is now a mature and very complete solution. Thanks to ComsysConnect we are now able to handle twice as many calls in the same time. The variety of the tasks for agents has also ensured that staff turnover is significantly less.”
The solution of ComsysConnect has now a much broader deployment, for instance in local government, energy companies and various facility contact centres.
Company Profile 