In particular, this AI-Powered Chatbot feature allows customers to chat with agents seamlessly via a chatbox
- You can set up once and deploy across various channels like Webchat, WhatsApp, and Zalo.
- Not only does the system integrate with websites, but it also connects seamlessly with various document sources.
- Our platform provides direct access to leading LLMs such as OpenAI, Claude, and Llama.
- In addition to these technical features, you can expand your global reach through robust multilingual support.
- Whenever a virtual assistant encounters a complex problem, it can easily pass the task to a human agent.
- As a result of our simple visual tools, you can create complex workflows without requiring any coding skills.
Our Web Call feature allows callers to contact agents directly through a dedicated web page.
- Customers can call directly from web browsers without needing a phone.
- Encrypted, secure calls ensure customer privacy and data protection.
- Better service for international customers and those without regular phone access.
- Detailed insights into web call performance and customer behavior.
- Removes traditional phone lines, cutting costs for customers and businesses.
- Web calls route seamlessly to agents, just like traditional phone calls.
Furthermore, the Web Callback feature enables callers to request a callback from an agent instead of waiting on hold.
- Minimize hold times and call abandonment rates, improving customer satisfaction.
- AI-optimized callback based on current queue information and system data.
- Tailor scheduling to meet specific business needs and customer preferences.
- Track callback effectiveness and gain insights to continuously improve service.
- Integrates smoothly with existing contact center systems and workflows.
- Boosts agent productivity by enabling callbacks during low-traffic periods.
Ultimately, Omnichannel Enablement enables you to engage customers across multiple channels in one unified portal, accessible via web, Android, and iOS apps.
- Manage conversations in a unified portal.
- Talk to customers from anywhere with our Web app, Android app, and iOS app.
- Faster response times and personalized service improve customer loyalty.
- Analytics from all communication channels provide data-driven insights.
- Ensure smooth transitions between automated chatbots and human agents across channels.
- Maintain a unified conversation history across all platforms for context-aware support.
The Screen Sharing feature allows an agent chatting with a web chat user to request access, which begins once the user agrees.
- Agents can control the screen to fix issues quickly and accurately.
- Using visuals helps agents understand and solve customer issues better.
- Both agents and customers can share their screens with just one click.
- It works in your browser with no extra software to download, keeping data private.
- The system adjusts to your internet speed so the screen sharing never lags.
- Letting agents guide the customer’s screen makes help more effective.
Similarly, with Video Sharing, the agent asks the user to share their audio or video, and once the user agrees, real-time communication is enabled.
- Maintain consistent quality with adaptive bitrate technology.
- Visual explanation tools for enhanced communication during video calls.
- Support for voice-only, one-way, or two-way video interactions.
- Option to record video interactions for quality assurance and training.
- Seamless video sharing experience on both desktop and mobile devices.
- Enhance understanding with real-time video sharing for quick demonstrations.
Experience Pop (ePOP) displays the customer’s contact history with a color-coded icon in the top-right corner, providing instant insight into repeat interactions.
- Clear visual cues for repeat contacts, helping agents identify recurring issues.
- Track and analyze First Call Resolution rates to identify improvement areas.
- Seamless integration with customer database for comprehensive interaction history.
- Customizable colors and timeframes allow teams to adapt the feature to their workflow.
- Highlight urgent or high-value customer interactions for faster resolution.
- Provide quick summaries of past interactions to help agents respond efficiently.
In addition, Real-Time Agent Assist integrates with your call center to monitor calls in real-time, providing sales agents with FAQs, articles, and scripts.
- Integrated with your current call center.
- Monitor the call in real time to assist your sales member with FAQs, Articles, and answers.
- Provide your sales member the right script at the right time.
- Customize assist, coaching plans for each team, and each member.
- Integrate with various knowledge sources including websites and documents.
- Create complex workflows using simple visual tools, so you don’t need coding skills.
The Call and Screen Recording feature securely stores interactions, offering valuable insights into customer sentiment and trends.
- Secure storage of recordings with Role-based access control.
- Finds customer feelings and emotional patterns. Spots key topics in conversations.
- Enable Supervisor to evaluate agent performance through recording playback.
- Finds common customer problems. Tracks resolution trends and success rates.
- Ensure recordings meet legal standards with encrypted storage and access controls.
- Use real call scenarios to train agents and improve customer interactions.
In addition, the Post Call Survey feature collects insights and feedback from patients to enhance overall service quality.
- Spot where agents need help so you can create training that fits them perfectly.
- Find where calls get stuck to improve your workflow and help patients faster.
- Identify ways to improve your service and keep patients happy.
- Set clear performance indicators for agents, fostering motivation and accountability.
- Use survey insights to refine call handling processes based on patient feedback.
This first Call Resolution Report feature tracks and analyzes First Call Resolution (FCR) rates to enhance overall patient satisfaction.
- Adjust ‘repeat’ classification parameters to suit your business needs.
- Track and analyze First Call Resolution rates to identify improvement areas.
- Monitor FCR rates to assess agent effectiveness and identify areas for targeted training.
- Reducing follow-ups and enhancing customer satisfaction with efficient support.
- Define repeat contact rules based on business needs.
- Identify training needs by tracking FCR trends.
Live queue and agent tracking enables silent call monitoring with instant intervention for urgent cases.
- Quietly monitor active calls without disrupting agents. Join calls for urgent situations.
- Visualize agent workload and queue status for better resource allocation.
- Live sentiment analysis and emotion detection.
- Real-time speech-to-text transcription.
- Customizable supervisor dashboard.
- Urgency alert system.
Outreach Campaign Automates and manages outreach campaigns across multichannel using built-in templates for personalized messages.
- Connect with a wide audience using 70+ languages and real-time translation.
- Easily integrate with various systems (EHR, CRM, etc…).
- Support CSV/Excel imports for smooth campaign setup.
- Run campaigns through SMS, IVR phone calls, and email to maximize engagement.
- Personalize messages using customer data and sending times for a targeted approach.
- Get insights with customizable report and templates to track campaign success.
