Service Center Solutions

In customer contact, service is what counts first and foremost. Hold queues, poor advisory quality and stressed agents depress satisfaction, acceptance and revenue. Balancing cost-effective utilization with satisfactory availability is our strength in service center operations.

Our many years of experience in managing agents, their flexible working hours and shift schedules, precise staffing forecasts and workforce planning geared to traffic patterns ensure that capacity is available when call volumes peak. Our forecasts take into account not only the average handling times of business cases, but also all the time agents need for back-office tasks.

The Astelon Service Center Solution helps you find the optimal balance between staffing costs and service level. The requirements and wishes of our employees are always taken into account, which contributes to greater satisfaction and higher motivation among our agents. And our employees – specialized and motivated in their working environment – are quite simply the better caretakers of your customers!

Astelon ServiceLine – the hotline solution without limits

With our in-house ServiceLine solution you operate hotlines whose agents can be connected worldwide – in the office, in the home office or on another continent. In addition to the familiar hotline functionality, the ServiceLine offers a range of features you will look for in vain elsewhere:

AI live translation

Agent and customer do not have to speak the same language: the ServiceLine translates conversations live – automatically adapting to the stored settings or the detected language of agent and customer. This way your best agents serve customers in languages they do not even speak themselves.

Quality assurance through random calls

Automated, random test calls check your agents during live operations and evaluate the results in a scoring system – so you always have an objective view of how well your hotline is really performing.

Presence monitoring of the hotlines

The ServiceLine continuously monitors whether agents are actually present and logged in on every hotline – availability gaps are spotted before your customers notice them.

Tiered escalation

If monitoring or agent scoring detects irregularities, they are not left unattended: your hotline managers are notified automatically and in tiered escalation – by e-mail, SMS, messenger or phone call.

Real-time transcription

On request, every call is transcribed (speech-to-text) – displayed live on the agent's screen during the conversation. This simplifies follow-up work and ensures nothing gets lost.

Logging & archiving

Calls are logged and archived on request – as a recording, a transcription or both. This keeps evidence and analyses available at any time, hosted in our own Swiss data centers.

SMS & messengers

Your hotline can do more than telephony: SMS, WhatsApp, Telegram, Viber, Signal and other messengers are connected directly – your customers reach out via their preferred channel, and your agents answer everything in a single interface.

Mail/Ticket2Call

Your ticketing or mail system is connected directly to the ServiceLine: incoming tickets and e-mails automatically generate calls to the appropriate agents – with the content, of course, in the agent's language. A written inquiry becomes a personal callback without any detours.

Over 30 languages

The entire tool, including the user interface, supports over 30 world languages – your agents work in their language, your customers are served in theirs. Additional languages are available on request.

Your wishes, implemented

The ServiceLine is developed in-house – we implement customer-specific requirements directly instead of waiting for a third-party vendor's roadmap.

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Examples of our Service Center Solutions packages

Service Center @Cloud Software

Base system with its own server instance of the call center solution for a defined number of agents: VoIP call center with monitoring, reporting, active control and agent login, forwarding to any phone number, blacklist management, real-time phone number statistics, agent chat and SLA availability for the phone number pool.

Various routing logics such as ringcall, roundrobin, Experts first, fewestcalls or random.

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Staffing & Outsourcing

From supplementing your service center staff during off-peak hours to completely outsourcing your service center with your customers looked after by our professional, multilingual agents – we adapt our portfolio to your needs.

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