Feature Details
Supercharge Your Customer Engagement
Business Process Orchestration
- Seamless Orchestration of IB, OB Processes
Integrates inbound (IB) and outbound (OB) processes seamlessly, optimizing workflow efficiency and ensuring smooth operation across all customer interactions.
- Campaign Schema Management
Enhance your outreach strategies by customizing schema management to fit each campaign’s unique needs, ensuring relevance, compliance, and actionable insights for optimized performance and customer engagement.
- Schedule, Start/Stop Processes
Enable scheduling and control over processes, allowing for the efficient manual start and stop of operations to match business needs and peak times.
- After Business Hour Workflow/Support
Enable robust support and workflows for after-business hours, ensuring uninterrupted service and addressing customer needs round the clock.
- Shared Customer Dataset & Preference for IB & OB Communications
Utilizes a shared customer dataset, respecting customer preferences for both inbound and outbound communications, enhancing personalized service.
- Identifying Customers Across Channels
Identifies and tracks customers across multiple channels, ensuring a consistent and seamless experience regardless of the communication medium.
- SLA Configuration
Ensure superior service with our comprehensive SLAs at the queue, agent, ring-time and average handling time (AHT) levels, optimizing performance and accountability across all touchpoints.
- Customer Information & Access Management
Our solution offers unified customer identity management and attribute-level access privileges, ensuring seamless and secure customer interactions at every touchpoint.
- Drag and Drop Script Design
Allows for easy creation and customization of scripts using a drag-and-drop interface, simplifying script management and enhancing agent performance.
- Agent Group Formation & Process Assignments
Facilitates the formation of agent groups and assigns processes efficiently, optimizing resource allocation and ensuring the right agents handle the right tasks or process.
- Timezone Support
Maximize the engagement and respect customer preferences with time zone support in campaigns. Schedule outbound communications to align with recipients’ local time zones for enhanced personalization.