Technologies are shaping our world in every aspect. In the old days, phone calls and emails were all we have in a contact center. New tools like Facebook, Instagram, LinkedIn, WhatsApp, etc., are what everyone uses in the modern society. Fast and effortless communications close the gap between you and your customers, trigger more interactions, and catalyze loyalty building at a much quicker rate.
Natural Language Processing
Calling to a complex and detailed IVR system, are sometimes frustrating as a customer, especially to a new one. A new customer may not be familiar with the rich services your business offers, and how they are classified under the services tree.
With Chatbot and Natural Language Processing, customers are able to speak freely about what they want, once they reached your hotline, just like how they talk to their friends. Saving the time of customers, reducing their frustration, thus enhancing the experiences they have with your business, solid loyalty is then built.
Real Time Monitoring
Knowing what is going on is key to know what you delivered to your customers. With Real-time Monitoring, you can ensure your agents are interacting with the customers in the way you want, guide and cue the agents in real-time to provide immediate supports, and thus maintain a consistent experience and image to your customers.
Report and Recording
Reports are keys to productivity measurement. A centered system can provide integrated reports that reveal omni-channel performance. Text, email, voice or meeting, all data can be accessed at a single place, supporting your decisions with accurate statistics.
Recordings and Histories of interaction are also vital to public services and business. Reliable logging system helps you to provide promising services, and protect you from unnecessary accusations.
Avaya is a recognized innovator leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Mitel, as a global market leader in business communications powering more than two billion business connections, helps businesses and service providers connect, collaborate and provide innovative services to their customers. Our innovation and communications experts serve more than 60 million business users in more than 100 countries. (ShoreTel is acquired by Mitel in 2017)
Genesys® powers more than 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in more than 100 countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement because they perform equally well across channels, on-premise and in the cloud.
Tetherfi provides a ‘Digital Customer Service’ platform that enables rich-media, conversational, in-app customer engagement for Sales and Service. Integrating Tetherfi’s in-app customer engagement platform components with the Tetherfi SDK / API, customers can initiate voice, chat, and video conversations through mobile apps, popular social media messaging platforms and corporate websites.
NICE is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens.
Glassbox empowers organizations to create frictionless digital journeys for their customers. Glassbox digital experience analytics platform works in real time, across mobile apps and websites, to accelerate loyalty and growth.