Predictive search anticipates what a case manager wants to do next while a conversational interface lets them express their needs in plain language. Intuitive user experienceĮasily locate customer information, take actions, and complete activities quickly with fewer clicks and less effort. Deliver consistent, compliant interactions with customers, employees, and citizens, no matter how they engage or who they interact with. Task automationĮliminate repetitive work through automated updates, responses, escalations, and assignments to reduce the number of costly errors and agent turnover.Įnable case managers to manage complex and sensitive service issues with multiple stakeholders. Leverage all the organizational expertise through a set of collaboration tools-embedded directly into the agent console-that provides the data and historical context of all previous and relevant interactions. Contextual workspaceĭeliver consistent service-no matter the agent-with added flexibility to adapt your contact center to evolving business needs. Make your call center more efficient by using standard assignment and round-robin queuing. Leverage dynamic, task-based workflows that adjust to each agent’s skills, situational context, and customer sentiment to deliver the best possible customer service to each individual.
Agent analyticsĭesign role-based dashboards and reports to track agent activity. Improve customer service agent efficiency and resolve issues faster with easy, scripted workflows, proactively generated recommendations, and next-best–action suggestions to capture critical customer information and guide agents to the next-best step. Our new B2B agent console mimics familiar consumer apps with its searchable, scrollable conversation thread. Decluttered agent desktopĮmpower B2B customer service agents to access all service requests, account data, and knowledge management and collaboration tools within a completely intuitive user interface. Highly configurableĬustomize the agent console to meet your unique business requirements-without the need for extensive third-party applications or integrations.
Improve service insights and reliability with a platform that connects data between CRM and back-office systems while providing industry-leading stability, scalability, and flexibility. Design your own, role-based dashboards or choose from more than 1,000 best practice reports to track agent activity. Monitor and improve the efficiency of your customer service teams.
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