Revenue Generation

The contact center is no longer just for resolving customer issues. Increasingly, it serves as a channel for generating incremental customer revenue and building a positive brand.

In fact, Loudhouse Research found that nearly 70% of strategic decision makers within the U.S. and U.K. believe the contact center is a “business-critical revenue generator.” This shift from “cost center” to “revenue generator” requires a cultural shift, as all levels of contact center staff expand their roles and identities from being problem solvers to being problem-solving sales resources.

Vertical IT helps contact centers enhance revenue generation by providing Computer Telephony Integration (CTI) solutions that seamlessly integrate your voice and data services with other customer-related data components enabling you to personalize the customer experience and prospective interactions. With access to such technology, agents can present targeted cross-selling and up-selling opportunities to further increase revenue. Utilizing CTI technologies enables you to add intelligence to routing interactions, thus ensuring that the resources with the highest skill levels get the calls first, increasing conversion rates.