SKYCREEK CONTACT CHANNELS
SkyCreek has extended its calling expertise across web, email, messaging, mobile app and social media channels to further accommodate customer preferences and to offer a more seamless, rich and personalized multi-channel interaction experience for customers, front-line employees, management and other stakeholders.
SkyCreek supports the following customer interface channels:
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Calling – SkyCreek was an early pioneer of Integrated Voice Response (IVR) technology and provides advanced call design, detailed call management and dynamic calling capabilities to the contact programs we manage. Our calling channel can intelligently deliver messages according to the connection established (human, machine, voice mail, fax, messaging), based on best-time-to-reach probabilities and sophisticated scheduling and retry rules. It leverages flexible and reliable VoiceXML, CCSML standards and supports traditional touch-tone IVR, text-to-speech (TTS), automated speech recognition (ASR), call control and recording, CTI, ISDN, SIP VoIP and other protocols. SkyCreek maintains geographically dispersed and fully redundant SAS 70 calling centers supporting up to thousands of concurrent calling ports with support for multi-lingual applications. |
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Web – SkyCreek leverages the latest in web standards such as HTML 5 and CSS 3 as well as the latest techniques in javascripting, PHP and other web platforms to deliver highly efficient, easy to use, graphically impressive and intuitive web interfaces. Whether as part of a survey program, outbound notification, customer data capture or other contact program process; our web channel provides a high-resolution, cost effective and efficient method to engage customers. We also monitor and incorporate the latest web design and programming techniques to advise clients on improving bounce rates, time-per-page, and overall user experiences. We leverage this infrastructure to provide SkyCreek reporting and administrative applications. |
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Email – SkyCreek maintains high-volume email services to provide rules-driven, intelligent and scalable email messaging. We maintain multiple email services to provide a flexible infrastructure to accommodate delivery performance, CAN-SPAM compliance and volume considerations. In addition to technical requirements, we closely monitor the latest email design and timing techniques to help customers improve open-rates, click-throughs and overall response rates. We leverage this infrastructure to provide SkyCreek reporting and administrative applications. |
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Messaging – SkyCreek maintains high-volume text messaging services to provide a scalable infrastructure to incorporate text messaging capabilities into the contact programs we manage. We have experience in dealing with short-code issues, scaling delivery performance and managing contact objectives across multiple carriers. We leverage this infrastructure to provide SkyCreek reporting and administrative applications. |
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Social – SkyCreek can leverage customer social network accounts to auto-populate postings and data mine resulting social chatter to identify trends, capture an alternative perspective for customer satisfaction measurement and identify potential end customers who are at risk of churning. |
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Mobile – SkyCreek maintains rapid mobile application development capabilities to quickly, inexpensively and effectively extend customer contact programs across iPhone, Droid, Blackberry and other mobile operating systems. We also develop mobile applications to support employee productivity applications in a number of industries from field services (Tech CT) to ATM maintenance and cash transit markets (ATM Anywhere). We leverage this infrastructure to provide SkyCreek reporting and administrative applications. |
To learn more about the channels we support, please contact our dedicated account management team.