AI-Power Chatbot This feature will allow the customer to chat with agents via a chatbox.
- Set up once, then use it in different channels like Webchat, Whatsapp, Messenger, LINE, Zalo,…
- Connect with different knowledge sources like websites and documents.
- Connect with leading LLMs like OpenAI, Claude, Llama, Google, AWS…
- Expand your global reach with multilingual support.
- Easily pass complex problems from virtual assistants to human agents.
- Create workflows easily using simple visual tools. No coding skills are required.
Web Call This feature will allow a caller to call directly via a web call page to talk to the agent.
- 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.
Web Callback This feature will allow a caller to request a callback from the agent.
- 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.
Omnichannel Enablement Engage customers across channels in one 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.
Screen Sharing An agent chatting with a web chat user requests screen sharing, and the user agrees.
- Agents can control the screen for quicker, more accurate solutions.
- Visuals help agents better understand and address user issues.
- Easy-to-use screen sharing with a single click for both agents and customers.
- Browser-based, secure sharing without plugins, ensuring customer privacy.
- Optimize resolution based on bandwidth for smooth performance.
- Allow agents to control customer’s screen for more effective problem-solving.
Video Sharing The agent asks the user to share their audio or video, and the user agrees, enabling real-time communication.
- 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 This feature shows the customer’s contact history with a color-coded icon in the top-right corner for repeat information.
- 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.
Real- Time Agent Assist Integrated with your call center, this feature monitors calls in real-time to provide 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.
Call, Screen Recording This feature securely stores call and screen recordings, offering 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.
Post Call Survey Collect insights and feedback from patients to enhance service quality.
- Spot knowledge gaps among agents so they can create customized training sessions.
- Find bottlenecks in call handling to improve workflows and reduce patient wait times.
- Spot areas for service improvement and better patient outcomes and satisfaction.
- Set clear performance indicators for agents, fostering motivation and accountability.
- Use survey insights to refine call handling processes based on patient feedback.
- Use survey insights to refine call handling processes based on patient feedback.
First Call Resolution Report This 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 This feature 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.
