Omnichannel Customer Experience

SMS

  
SMS enables a customer service organization to add text messaging as a communications and support channel for attracting and retaining customers, at a lower cost than traditional channels. 
  

Sales and Service Capabilities
  • Call back scheduling
  • Credit card payment
  • Customer satisfaction survey
  • Emergency notification
  • Employee communications
  • Event notification
  • Fraud notification
  • Help desk
  • Human resources
  • Human resources
  • Item ready for pick-up
  • Loyalty programs
  • Past due payments
  • Password reset
  • Reminders
  • Roll call system
  • Technical dispatch
  • WFM absentee notification

CHAT

  
Chat provides real-time, live assistance to Web customers, offering a host of advantages that include enabling agents to proactively invite customers to chat or be reactive to sessions initiated by customers.
  

Capabilities
  • Customer service representative can manage multiple chat sessions simultaneously and select pre-defined responses from Knowledge Base.
  • Standard chat allows multiple simultaneous interactions per CSR.
  • Transfer chat sessions to another CSR, back to the queue or supervisor
  • Supervisor can n ow conference with CSRs, silently monitoring active chat sessions. 
  • A web-API controls the appearance of the customer's interface. 
  • Real-time text-based interactions are provided.
  • Dynamic invitation is enabled.
  • A web survey after session ends.
  • Transcripts of sessions are saved and can be emailed to customer. 
  • Customers are informed of agent availability.
  • Customer-displayed messages during queue time.

EMAIL

  
Email enables CSRs or contact center agents to track, manage and respond to customer email inquiries with the same service. 
  

System Capabilities
Management Capabilities
  • Auto acknowledge
  • Auto response
  • Suggested response
  • Screening and content analysis Push and (Workbin) Distribution.
  • Real time displays
  • Integrated reporting
  • Queue management
Agent Capabilities
  • Collaborative email
  • Transfer email
  • Spell check, add custom words
  • HTML email editor
  • Support attachment, interim reply, QA review, forward/make new email