Provide your contact center’s manager a 360° view on the operational performance. Data sources commonly used are ACD, IVR, Dialers, CRM, Quality, WFM and others.
Increase efficiencies by deploying service automation. Chatbots are turning to be a key component in the digital transformation of contact centers.
Provide your contact center’s manager a 360° view on the operational performance. Data sources commonly used are ACD, IVR, Dialers, CRM, Quality, WFM and others.
Time to Value
Less than 30 days implementation cycle
Cost Effective
Enterprise solution with moderate budget
Rice Delivery
Key deliverables are available as of Day One
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Screen pop of Salesforce records to the agent
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Outbound call via click-to-dial and manual dial
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Telephony to agents via WebRTC or fixed/mobile phone
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VCC solution configured is integrated with Salesforce Sales / Service Cloud
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Inbound calls processed by an IVR and delivered to agents via queues
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Caller identification based on CLI matching with Salesforce Account / Contact records
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Monitoring & Supervision
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Call recording
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Reporting
ADDITIONAL SOLUTIONS
Secure efficiency and quality of your contact centre
with solutions used in top service organizations
Case Manager
Turn any customer inquiry into a case to ensure proper routing to the right agent, and for tracking its optimal resolution
WFM
The processes of forecasting workload in different touchpoints and secure agents planning accordingly
Coach
Provide feedback to your agents based on an objective and a transparent evaluation process of conversations