Contact Centre
Transform Your Contact Centre into an Omnichannel Customer Experience Hub
Our scalable, cloud-based solution integrates all communication channels and customer data into a single interface, empowering agents and enabling self-service to drive loyalty and efficiency.
Unified Omnichannel Agent Experience
Our solution is designed around the agent, integrating two-way messaging and conversation threading across all channels into a single interface. Agents gain immediate access to customer data from your CRM, web shop, ticketing, and loyalty systems, all in one place via Context Cards. This empowers agents to deliver faster, more personalized support by having the relevant context and real-time Sentiment Analysis to understand a customer's mood.
Intelligent Automation and Self-Service
Turn your support infrastructure into a 24/7 resource by deploying powerful self-service tools that allow agents to focus on complex relationship-building. We enable immediate customer responses through:
- AI Chatbots: Powered by machine learning to understand customer intent and deliver a conversational experience across the entire customer journey.
- Interactive Voice Response (IVR): Offers menu options and automated voice responses to route customers efficiently or provide self-service alternatives.
- Automated Routing: Ensures customers are routed to the most appropriate agent at the right time, including agent takeover from chatbots when necessary.
Scalable Cloud Technology and Workflow Optimization
Built on secure, scalable cloud technology, our solution ensures your contact center operates anytime, anywhere without the need for complex implementation or on-site hardware. This structure enables a better-optimized workflow by:
- Minimizing Voice Traffic: Introducing messaging channels over the single interface allows agents to efficiently handle more than one query at a time.
- Reducing Workload: Automation, broadcast messaging, and chatbots reduce agent workload and operational costs.
- Security & Accessibility: Agents can securely log in and pick up conversations where they left off, maintaining the same high level of security.
Data-Driven Performance and Advanced Features
Boost your team’s productivity and performance by moving beyond basic metrics to make data-driven decisions that improve customer satisfaction. The platform includes analytics and reporting tools that provide deep insight into message status, conversation assignment, and agent performance. Key administrative and advanced features include:
- User and Team Management: Comprehensive tools for managing user roles, teams, queues, and call flow.
- Call Management: Functionality for call campaigns, list loading, various dial methods (Predictive Dial), and the ability to record, search, and playback calls.
- Advanced Features: Includes Biometrics for easy identity verification without compromising the customer experience.
