Feature Details
Supercharge Your Customer Engagement
Agent Empowerment Tools
- Unified Customer InterUnified Customer Interactionaction
Consolidate all customer interactions across various channels (call, chat, email, videos etc.) into a single view, providing agents with a comprehensive overview of customer interaction. This unified approach ensures that agents have all necessary information at their fingertips that in turn enhances customer satisfaction.
- Agent Notes
Empower your agents to add notes during, after interactions or have access to the historical notes, ensuring valuable context and continuity in customer service for future engagements. These notes help provide a personalized experience for returning customers.
- Agent Scripting
Provide your agents with predefined scripts to guide conversations, ensuring consistency, compliance, and quality in every customer interaction.This helps maintain a professional and uniform service standard.
- State Management & Break Code Configuration
Manage agent availability and break states using configurable break codes, optimizing workforce management and ensuring efficient service delivery.
- Auto Answering Interactions
Enable your agents to answer incoming interactions automatically to reduce wait times and ensure prompt responses, enhancing overall customer satisfaction. This feature minimizes delays and keeps customers engaged.
- Audio Visual Alerts
Use audio and visual notifications to alert agents about new interactions, ensuring timely attention and response for improved service quality. Alerts help agents prioritize urgent tasks effectively beforehand.
- Peer Status & Buddy List
Display real-time status of peers and provide a buddy list, facilitating quick collaboration and communication among team members. This fosters a supportive and responsive team environment.
- Interaction Disposition
Record the outcome of each interaction with specific records, enhancing reporting and analysis for improved decision-making and service strategies.
- Real-Time Performance Dashboard
- Queue Level Dashboard to Agents: Provide agents with real-time insights into queue status, helping them manage workloads effectively.
- Self Performance Dashboard: Allow agents to monitor their own performance metrics in real time, encouraging self-improvement and accountability. This helps agents stay informed and proactive in their roles.
- Real-Time Sentiment Detection
Analyze interactions in real-time to detect customer sentiments in chat, email, and voice communications, enabling agents to respond appropriately and improve service quality. This ensures that agents can address customer emotions effectively.
- Availability of Playback Tool
Provide access to previous customer interactions and recordings for review ensuring agents can learn from past interactions and improve future performance. Playback tools help give context of the previous conversations
- Omnichannel Interaction History
Maintain a complete history of customer interactions across all channels, providing agents with comprehensive context for each customer’s journey. This historical data helps in delivering a personalized service to the customer.
- Availability of Past Interaction Transcript
Offer transcripts of past interactions, allowing agents to review detailed communication history for better understanding and continuity in customer service. Transcripts ensure that nothing is lost between interactions.