Streamline Customer Service & Support

Connect customers to the right representative, with the right information, through the right channel, at the right time.

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Cater to Consumer Preferences

  • Deliver Multichannel Customer Care: Manage all client records and communications across voice, email, chat, and social media from a single platform, enabling reps to deliver the service your customers want.
  • Offer Self-Service: Offer customers the ability to self-service their own needs through advanced IVR menus, enabling them to access important account details directly from your database management system.

Optimize Resources for Every Interaction

  • Streamline Customer Routing: Based on pre-determined agent skill groups and client information, automatically route customers to the individual best equipped to meet their needs using advanced skills-based routing tools.
  • Provide Updates in Queue: In the event an agent is not immediately available to answer a customer’s call, offer updates on their wait time or position in queue to alleviate frustration.
  • Offer “Call-Backs”: For those instances when hold times are longer than anticipated, offer clients the option to remain on “virtual hold” and receive a “call-back” when the next agent becomes available.

Enhance Service Delivery

  • Screen Pop CRM and CSM Customer Records: Populate agent screens with each customer’s records and previous interactions upon every outgoing or incoming call for more knowledgeable and relevant engagements.
  • Launch Computer Telephony Integration (CTI): Enjoy the automation and productivity benefits of an advanced telephony platform while working directly from your CRM or Customer Service Management platform.
  • Track and Record All Communications: Automatically store records, transcripts, notes, and recordings of every customer interaction in the CRM or database management solution for future use.

Manage Your Team More Effectively

  • Guide Agents with Ease: Deliver consistent and relevant service while facilitating compliance with company and industry protocol using dynamic scripting capabilities, offering users custom prompts and mandating the collection of certain fields for each interaction.
  • Virtually Monitor and Assist: Silently monitor every interaction, whisper suggestions to representatives, or take over the conversation if further assistance is required.
  • Access Supervisory Dashboard: Gain real-time insight into all agent activities, including who is logged in, away, on a call, wrapping up a call, and more, to keep tabs on all call center needs and requirements.

Make Insightful Decisions

  • Build Customizable Reports: Easily build customized reports, graphs, and KPIs highlighting the metrics most important to your organization, and schedule reports to automatically be sent to key management staff.
  • Get Customer Feedback: Automatically direct customers to an IVR survey once an interaction is complete, enabling your organization to collect valuable information about each client’s overall experience.

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