Holistic view of the customer
Complete view of each customer, including sentiment analysis, translation, interaction history and suggested responses.
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Benefits Benefits Benefits Benefits
Intelligent forwarding
Unified and intelligent rerouting to assign requests to the most appropriate service representative, improving resolution rates.
Chatbots and virtual assistants
Reduce call volume with chatbots and virtual assistants that are context-aware and powered by generative AI.
Multichannel customer service
Connect with customers via voice, SMS, web, mobile devices, email and social networks, personalizing interactions with CRM data.
Automation and efficiency
Use AI to automate repetitive tasks, allowing service representatives to focus on more complex issues.
Features
Omnichannel Management
— Management of customer interactions across different channels
— Centralization of all customer information on a single platform, allowing agents to access a complete background
— Agent management
State-of-the-art self-service
— Nuance interactive voice response (IVR) technology
— Option for service to be carried out by chat and voice bots, answering simple questions
Automatic Forwarding
— Automatic distribution to the most appropriate agents based on predefined rules
— Automatic resolution suggestions
AI-Based Insights
— Real-time reports with performance information
— Optimization of contact center operations across all support channels
— Analysis of customer sentiment and intent during interactions, enabling more personalized and effective service
Real-Time Conversation Tools
— Conversation summaries
— Translation and transcription of interactions
— Possibility of defining interaction scripts
Integration with Microsoft Teams
— Collaboration between agents and specialists, allowing them to work cohesively and efficiently
