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Maximise CSAT by making sure that agent consoles provide all relevant customer information.
An intuitive agent console improves engagement and enables them to show empathy and care.
Enable faster resolutions by giving your agents immediate insight into a customer’s situation without having to rely on a script to elicit information.
Rely on response support tools embedded in the unified agent console to solve your customers’ problems swiftly.
Provide agents with access to a range of diverse features for all your voice and digital channels via a single unified agent console.
Present, via an agent dashboard, all the relevant information to effectively handle interactions, such as customer profiles, widgets, agent-assisted tools or links to other business applications.
Enable personalised conversations with a unified agent console that meets your agents’ needs and displays all relevant information in one place.
Give agents the option to select their avatar, consult KPIs and list of skills, review their past week’s activity and access information relative to their outbound campaigns.
Equip your agents with a toolbox that includes templates, predefined answers, a spell checker, access to a knowledge base and predictive typing.
To make your clients happy, make agent satisfaction a priority! Applying this symmetry of attention in your contact centre is one of the best ways to improve both agent and customer satisfaction.
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.