Digitally transform the contact centre and enable your agents to deliver a more efficient and better customer experience
Enable self-service and real-time
agent chat over all digital channels
Create intelligent communications that reduce inbound call load
Advanced automation capabilities, such as rules-based routing and geofencing, can be quickly weaved into customer journeys to create communications that proactively resolve low-value enquiries.
Meter readings, service disruption updates, appointment reminders, and much more, can be automated to reduce inbound call load and the need for agents to make outbound calls.
Reduce inbound call volumes with AI-assisted self-service
Deploy rules-based and NLP powered chatbots to create a new frontline to the contact centre that can greet customers, gather customer details and automate high volume inbound enquiries.
With seamless cross-channel handover, high priority enquiries are identified and then intelligently routed to agents based on skill and capacity to increase first-contact resolution.
Easily extend customer support to emerging digital channels
Provide real-time agent support and automated resolution on your customer’s favourite channels. With two-way capability, engage customers across Apple Business Messaging, SMS, email, Facebook Messenger, RCS (Rich Communication Services), and more.
To consolidate channels for your agents, they can use our omnichannel agent console to support customers in real-time or use our API to easily add new channels to your existing contact centre agent desktop.