Omnichannel contact centre solution

Empower your contact centre managers with the capability to precisely forecast and schedule staff requirements through integrated Workforce Management (WFM) software. This ensures that appropriately skilled agents are readily available to serve customers at the right time. While delivering exceptional customer service is crucial for business growth, effective staff management is equally essential in providing a best-in-class experience for customers.

Ensure a seamless and integrated customer experience by routing all interactions, irrespective of the channel, through a skill-based engine. This approach guarantees a true omnichannel blended solution, where customer interactions are handled efficiently and effectively based on the specific skills and capabilities of your contact centre team.

From FAQ to transactional, conversational, and predictive chatbots, our comprehensive range caters to all requirements, engaging in real-time, human-like conversations and responses. Advanced AI and machine learning algorithms meticulously analyse and extract data patterns, providing valuable insights into future behaviours for an enhanced and proactive customer experience.

Supervisors are equipped with essential tools for effectively managing the contact centre and monitoring agent performance. Features such as Whisper, Barge-In, and Silent Monitoring not only facilitate day-to-day operations but also open avenues for enhanced training opportunities, particularly beneficial for remote workers seeking to refine their skills.

Callback is a straightforward solution that empowers customers to choose a callback time that aligns with their schedule, eliminating the frustration of waiting in a phone queue. Callers are presented with the option of a callback or the ability to switch to a different contact channel. This flexible service adheres to easily definable rules and can be configured based on queue priorities, providing a customizable and efficient approach to customer interaction management.

Efficiently manage customer interactions by automatically displaying the full dialogue history in an intuitive timeline-style view when contacted. The Unified Customer Contact History feature presents all relevant information and correspondence from previous activities, enabling agents to be well-prepared and informed about the customer’s previous interactions.

Maintain a proactive approach to achieving goals through Power BI reporting and real-time analytics. Displaying both real-time and historical data from any enterprise data source within the Teams environment, this feature is perfect for monitoring operational performance and ensuring your team stays on top of their objectives.

Enquiry registration empowers businesses to identify callers and understand the reasons for their calls. Supervisors can define categories and topics through the administration portal, with categories representing the main themes of the enquiries and topics serving as sub-themes for each category. Agents can be restricted to selecting only one topic within a category or enabled to choose multiple topics. The results of the enquiry registration can be viewed in the enquiry registration statistical report, providing valuable insights into caller interactions and trending themes.