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Deliver convenience, speed and personalisation to help you optimise customer retention and engagement.
Happy, engaged agents work harder for your customers – give them the tools to minimise stress and maximise performance.
Self-service driven by intelligent automation (IA) allows your agents to focus on high-value interactions that require human empathy and human skills while bots handle the rest.
In a competitive market, offering your customers experiences that exceed their expectations is a great way to drive growth.
Manage all channels in one intuitive console that can be integrated with your CRM and external business tools. Empower your agents with a console that provides comprehensive customer views over all channels.
Aggregate data from every device, channel and business tools, such as your CRM. Achieve complete and comprehensive views of customers’ profiles and interaction histories.
Be more proactive and achieve customer loyalty by using outbound calls intelligently.
Provide real-time, next-generation phone line connections over the Internet. Give your agents the flexibility to communicate with customers wherever they are.
Eliminate Eliminate frustrating wait times and give your customers the option to schedule a callback at a time convenient for them.
Offer secure interactions with a fully PCI-DSS certified solution. Utilise an IVR that enables convenient and secure methods to protect your customers’ confidential data and ensure encryption.
Operationalise raw data so you can focus your efforts. Customise your console to only include the relevant information you need to drive your business and enable customer engagement optimisation.
Industry: Express delivery
Industry: Financial Services and Insurance
Markets: Asia Europe South America
Markets: Benelux France
Industry: Media & Entertainment
Industry: Public Sector
The greatest brand differentiator today is customer experience. We design solutions that empower organisations to optimise customer and agent engagement through memorable journeys that are as effortless as they are satisfying.
The role of supervisor directly affects the contact centre agent experience. The tools that are available to supervisors impact how they can perform the role. High-performing agent supervision tools should be capable of supporting supervisors by letting them organise metrics visually for quick reference and function in hybrid working conditions. Aurore Carrie explains it all.
It can be easy to forget that the contact centre industry is full of passionate and motivated individuals. Historial bad press and publicity on burnout and turnover could fool anyone into thinking the idea of contact centre culture is not grounded in reality. Today however, there is a lot of focus around human-centric values, empathy and wellbeing, with good cause. Inspired by the recent Get Out of Wrap podcast it’s time to talk about promoting a positive future for contact centres.
2021 has ushered in the age of voice, meaning a brand’s vocal identity is nearly as important as its logo. As voice assistants are increasingly becoming part of our daily lives, brands must grasp and meet the latest challenges of vocal branding. To ensure customers easily recognise them without the help of a logo or graphic interface, brands first need to ask themselves the right questions.