Dassault Systèmes, the 3DEXPERIENCE Company, world leader in 3D design software, 3D Digital Mock Up and Product Lifecycle Management (PLM) solutions, has announced its new EXALEAD One Call application.
 
EXALEAD OneCall offers frontline sales agents the best way to transform customer interactions into profitable business growth. It lowers average call length and increases first-call resolution rates, leading to efficiency improvements and higher customer satisfaction.
 
As consumers become better-informed about the purchasing options available to them, the volume and complexity of questions are increasing. These questions come from multiple channels, and the data to help answer them is found via many different systems and technologies. This makes it increasingly difficult for frontline agents to effectively answer customer questions.
 
The EXALEAD OneCall application transforms contact center operations by providing customer-facing agents with the data and information they need to succeed when interacting with well-informed consumers. Whatever the data type or location – Internal (e.g. Customer Relationship Management or Enterprise Resource Planning systems) or external (e.g. websites or social networks), structured or unstructured – EXALEAD OneCall aggregates, streamlines, and delivers rich information “in context” to contact center agents and managers. Faster call resolution and shorter call lengths are critical for delivering the best service experience possible and engaging customers.
 
"EXALEAD OneCall provides our operators with a new level of efficiency in their interaction with customers. We’ve moved from nine applications to a single interface bringing together all relevant and in-context information in order to respond effectively,” said Mr. Bamba, Managing Director, Orange Côte d'Ivoire Telecom. ”Calls are optimized and handled more smoothly. Beyond customer satisfaction, EXALEAD OneCall has also allowed us to reduce the cost of a call by about 30 percent!"

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