Make your customer experience what sets you apart
Boost your customer experience and agent efficiency with a cloud-based solution that orchestrates customer interactions across all channels, presenting them in a single user interface.
Better Customer Experience
Integrate multiple channels into a single dashboard for simple agent management
Improved Agent Productivity
Deliver a personalized experience across all channels by uniquely identifying customers
Complete Visibility for Management
Eliminate long customer wait times with callback requests across an array of channels
omnichannel Management
Communicate with customers wherever they are
Easily manage inbound and outbound customer communications using a variety of traditional and digital channels.
Not sure you’re ready to take them all on at once? Because we built our platform with stand alone modules, you can add channels and functionality as your business needs arise.
Advanced Routing
Delivering consistency and personalization
As customers jump between channels and agents, they expect a fully connected process. By bringing together your company’s key data sources and all customer interactions, we can route customers in a way that delivers real continuity and personalization
Customer Journey & Sentiment
Use contact interaction history to ensure that requests are routed to the right agent
Agent Skills
Assign inbound communications to the most suitable agent instead of simply choosing the next available
CRM Database
'Dip' into any data source to search for caller details, prioritizing and routing callers based on the information
Business Rules
Route and distribute inbound communications based on business rules like holidays, inquiry types, business hours, and more
Multichannel Callback
Eliminate long wait times that lead to frustrated customers
Waiting for agent availability is frustrating. Reduce abandoned calls by allowing your customer’s to request a callback from both your voice and digital channels without losing their place in line.
Immediate Callback
Customer's receive a voice call immediately once the next agent is available
Scheduled Callback
Allow customer's to schedule their callback for a future date and time
Voice of the customer
Analyze and improve your customer satisfaction
Our Voice of the Customer (VoC) features allow the capture, storage, and analysis of customer satisfaction feedback.
Sentiment Analysis
Identify a customer's experience using a combination of agent scoring and AI-based analysis
Feedback Surveys
Collect real-time cusotmer feedback by automatically triggering surveys via voice, SMS, and chat channels
Outbound dialer
Optimize your agent's outreach
Eliminate busy tones, voicemails, and disconnected calls from agent’s daily activity allowing them to focus more tim on helping customers and closing deals
Preview Dialing
Before a call is launched, agents are promted with relevant customer data and the call is triggered manually
Progressive Dialing
Automate a high volume of concurrent outbound calls, dialing and connecting agents automatically
Agent Dashboard
Easy-to-use agent portal
Allow agents to manage concurrent customer interactions, across all channels, in a single application
- View historical customer data including interaction history, CRM data, and ACD/IVR paths
- Single queue for digital interactions with CTI voice blending
- Access process guides and suggested responses to ensure quality
- Receive interactions from multiple channels simultaneously or selectively
- Collaborate with other agents and transfer customers as needed
Supervisor Dashboard
Enable Supervisor Oversight
Give managers complete control over day-to-day activites, enabling them with real-time queue information across all channels, service level performance, and the current status of each agent
- Live monitoring of agent interactions iwth the ability to provide advice or barge-in
- Ability to review and approve agent responses to emails and social posts
- Ability to override the queue algorithm to assign customers to a specific agent
- Monitor SLAs accross all channels
Request a demo today and see the platform in action
Interested in learning more about how to support your contact center agents and deliver a better customer experience? Contact us today.