Business Workflow and Proces Management Solutions

PipeVines delivers efficiency and visibility of customer interactions on a pay as you go basis.

Business Workflow Proof Points:

• No other provider offers a combined Contact Centre and Business Process Management solution
• Integrated suite
• Solution suits organisations of all sizes.
• Flexible - Scale Up or Down as your needs require.
• Offering includes phone, phone line, communications channel, call centre and business process tools, all integrated into existing business systems of company.

Measure and Understand your Client Experience like Never Before

BPM on Demand delivers a level of understanding and measurement to your client experience unparalleled in the industry. Analyze why your clients are calling, and how well your team served their needs. Our enablement tools help you reward excellence and correct service faults quicker and more capably than possible before. Powerful analytic and data capture models give you the information to drive change into your business operators.

Use Skills Based Routing to Direct Callers to the Best Agent

Customize and use PipeVines’s queue features to quickly route callers to the most appropriately skilled agents, reducing caller frustration and improving contact flow. Callers will never feel they are being “shuffled” to someone who cannot help them.

Knowledge is Power – Use Live Monitor to Gauge your Contact Centre’s Health

Know the status of every call, and every agent, at every moment. Understand who is on break? How long have they been offline? Which agent takes the most calls? Which agent is the most productive? Our tools make it easy to measure your contact centre’s Return on Investment.

Customisable Reporting, Call Monitoring & Call Recording

Customizable reporting, Call monitoring, Call Recording and Service Level Agreement management allow you to set and consistently meet your Service Levels for your customers.

Pay As You Grow

Pay only for what you use. Pay per month, and have absolutely no capital expenditure. Start small and grow with PipeVines’s scalable solution.

Relocate your Contact Centre to where the resources are.

Split your Contact Centre between capital cities, regional centres or use home agents. Your PipeVines contact centre will function seamlessly as a single entity, with enterprise level intelligence gathering and sharing.

Excellent Support

PipeVines maintains active contact centre support to assist you with organizing your telephone campaigns

Security

We use professional, secure and world-class data centre facilities and encryption technologies that are on par with certain international banking security procedures. PipeVines provides higher security levels than those traditionally implemented with on-premise solutions.

Uptime Guarantee

We make a no-nonsense uptime commitment to you, and offer a money back guarantee if we are not meeting our Service Level Agreements.