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.
Integrate multiple channels into a single dashboard for simple agent management
Deliver a personalized experience across all channels by uniquely identifying customers
Eliminate long customer wait times with callback requests across an array of channels
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.
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
Use contact interaction history to ensure that requests are routed to the right agent
Assign inbound communications to the most suitable agent instead of simply choosing the next available
'Dip' into any data source to search for caller details, prioritizing and routing callers based on the information
Route and distribute inbound communications based on business rules like holidays, inquiry types, business hours, and more
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.
Customer's receive a voice call immediately once the next agent is available
Allow customer's to schedule their callback for a future date and time
Our Voice of the Customer (VoC) features allow the capture, storage, and analysis of customer satisfaction feedback.
Identify a customer's experience using a combination of agent scoring and AI-based analysis
Collect real-time cusotmer feedback by automatically triggering surveys via voice, SMS, and chat channels
Eliminate busy tones, voicemails, and disconnected calls from agent’s daily activity allowing them to focus more time on helping customers and closing deals
Before a call is launched, agents are prompted with relevant customer data and the call is triggered manually
Automate a high volume of concurrent outbound calls, dialing and connecting agents automatically
Allow agents to manage concurrent customer interactions, across all channels, in a single application
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
Interested in learning more about how to support your contact center agents and deliver a better customer experience? Contact us today.
