Feature Details
Supercharge Your Customer Engagement
User Management
- Single Sign On (SSO) & Identity Access Management (IAM)
Streamline user access by enabling single sign-on (SSO) with methods like SAML, OAuth, and OpenID Connect, and robust identity access management, enhancing security and simplifying login processes across multiple platforms for improved operational efficiency and ensuring secure access control.
- Skill Mapping
Align agent skills with appropriate tasks, ensuring that customer interactions are handled by the most qualified agents, improving service quality and operational efficiency. Managers can classify agents based on attributes, client types, or proficiency levels for preferential routing of inbound or outbound traffic, enhancing targeted service delivery and optimizing resource use
- User Group/Team
Organize agents into the user group based on their roles, functions, client location or type of issues. These groups are logically sorted in a hierarchy by tenants, configuration units, sites, and folders facilitating better management and collaboration within the contact center for more targeted and effective service delivery.
- Team Performance Reports and Dashboard
Access detailed reports and dashboards that provide team and group-wise insights. These reports help managers monitor performance, identify trends, and make informed decisions to improve team productivity and overall efficiency within the contact center.
- Profile Personalization
Create detailed profiles for each customer by capturing preferences, history, and other relevant data. This allows agents to tailor responses to individual needs, fostering stronger customer relationships, enhancing personalized interactions and improving the overall customer experience.
- Granular Access Control
Provide precise control to users or groups, allowing them access to the resources and data they need. This enables businesses to manage and restrict access levels of their data and resources for enhanced security and compliances.
- Process Mapping
Define and visualize workflows and processes within the contact center to ensure clarity, consistency, and efficiency in handling customer interactions and internal operations. This structured approach streamlines tasks, enhances coordination, and improves overall service quality.