The beginning of the end for..
Analytics Driven Contact Centre in the Cloud
Contact Centres for a lot of organisations are the not just a facility for taking calls from customers they are integral to the customer experience strategy. As organisations marketing strategy is hinged around multiple channels, so to must customer experience centre. Contact Centres need to be able to interact with the customer in the way they want to communicate be it, Web, Social, SMS, Email, Chat or Voice.
Provide a seamless customer experience for interactions from Chat, Social, SMS, Email or Voice in a unified agent interface.
Connect agents directly with subject matter experts across the business through chat, voice, video and content sharing. Presence of staff across the business means that agents are not keeping customers on hold looking for a resource.
Improve customer experience business returns through better matching of a customer to an agent able to assist. Big Data analytics predicts customers’ needs and identifies the agent with the best capability for that need to achieve the best result more often.
An end to end solution including hosted PBX functions and voice carriage takes the complexity and costs out of managing a contact centre. It reduces the number of disparate systems/vendors that need to be made to talk to each other by providing a solution out of the box.
The ability to run the entire hosted contact centre UX within salesforce reduces the number of applications an agent needs to be trained in and keeps all customer data in Salesforce.
Comprehensive analytics of the customer journey through all channels provides contact centre managers and organisations a view of the total customer experience. Interactions across channels with the same intent are mapped to provide insights into customer behaviour. Learn More