Enhanced Customer Experience
Improves the customer experience with communications integrated to the customer profile.
Global Unified Queue
Blends multi-channel and work tasks for a omni-channel user experience.
Configuration For Needs
Open architecture allows customers to tailor to their specific business requirements and adjust processes or call flows as your projects change and grow.
Scalable as your contact center grows with new projects and users.
Distributed, Multi-Node Architecture
Provides resiliency and fail-over capability for a high availability architecture.
Long-term value from an extensible business solution and a component architecture that is easily upgradeable for the addition of new features and channels.
Maintain costs and quality standards while implementing the new project.
Lower total cost of ownership
Minimizes down to zero upfront IT and professional services engagement, and includes standard product maintenance and support.
When designing the working plan, several steps should be followed:
Furthermore, planners are provided with a consistent set of tools to achieve optimal resource distribution: Shifts' Designer, Agent Rostering, Daytime Activities Designer and Time-off Management.
For workforce planning to be successful, one must be able to accurately predict the short, medium and long-term staffing requirements.
The Workforce Management application gives you a way to accurately and easily forecast staffing requirements across all customer-facing inbound, outbound, blended and back office resources.
Making the right decisions means taking into account skill levels, scheduling constraints, regulatory labor restrictions, demand and service level obejctives.
The application records every deviation between the planned schedule and the actual situation, and it's done in real time. It can also determine whether your staffing requirement forecasts were accurate, and whether everything is going according to schedule.
In addition, comprehensive reports based on your business needs help you compare targets with actual data, all the touch of a button.
The solution to better email management is to automatically, and intelligently respond to in-coming email. Our email ticketing module taps into the shared-inbox email workflows, filtering incoming customer support emails and aggregating them in a centralized, feature-rich email ticketing system.
Using a flexible, rule based workflow engine, email can be converted into helpdesk tickets that are uniquely numbered and assigned to the correct person or skill group within your business.
Once a ticket is created, it becomes an active part of the helpdesk workflow process that you define.
A real-time notification system keeps agents and supervisors informed about other tickets created, customer replies or staff assignment.
Furthermore, a Helpdesk analytics dashboard brings reports and metrics that help assess the entire workflow performance - information like recent tickets, ticket inflow, status, priority distribution and performance of your team.