Contact Center
is omnichannel messaging cloud solution that enables business to communicate with customers through Chats, Messengers and Social Networks- Unauthorized web chat (web site)
- Authorized web chat (logged-in web site)
- Mobile App chat
- SMS & Push messages to Mobile
- Viber Service Messages & Viber Public Account
- Telegram
- Facebook Messenger
- VK (the largest Russian social network)
- Odnoklassniki (the second-largest Russian Social Network)
- Skype
- WeChat (the largest Chinese social network and Messenger)
- Line (the largest Korean Messenger)
- Hike Messenger
Contact Center helps business to:
Lower cost of chat communication channel (comparing to Voice)
reduce contact center workload
increase the speed and quality of responses to client’s queries
use chats and messengers effectively as a marketing channel
Examples of implementation
Messaging SDK for Mobile App
Web chat widget
Messengers
What are the benefits of Contact Center?
Cost optimization
- Migration from traditional voice channel to less expensive digital channels.
- Operation costs are reduced due to one operator servicing several customers simultaneously and automation tools.
Process automation
- Smart queueing and routing.
- Chatbot and automation tools to increase the response speed and minimize the number of operations performed by human agents.
Increasing Customer Loyalty
- People use Messengers and Social Networks to chat with friends, colleagues and companies.
- A customer himself decides when to ask or answer using the chat.
Contact Center for Industries
Sales, Support, Marketing
Marketplaces
Banking & Finance
Airlines & Ticketing
Insurance
Contact Centers
Social networks (Facebook, OK, VK)
E-commerce
Online health
Contact Center main features
User-friendly interfaces
Operator interface
- Automated queue
- Chat session management
- Chat sharing
- Hot keys and response templates
- Subjects and Tags management
- Feedback monitoring
- Communication with supervisor
Supervisor interface
- Operator monitoring and workload management
- Queues monitoring and routing configuration
- Response scenarios and timeouts settings
- KPIs and SLA monitoring
- "Invisible presence" mode
- Statistics and reports
Monitoring and statistics by:
- Subject
- Channel
- Agent’s performance
- Agent’s KPI
- Agent’s workload
- Customer feedback
- Data export capabilities (XLS, CSV,ETL)
- Dashboards
Tags
The incoming message is assigned to an agent with the relevant skill. For example, if the request relates to credit-card operations, it will be automatically assigned to operator who has access to the processing center
Template-based answering
The solution allows to customize the templates, rules, timing and scenarios of automatic responses. Also you can configure:
- automatic greeting
- client availability check
- session closing
- customer service quality analysis
Chat bot
Use BOT to communicate with customers. BOT ̊ is a learning artificial intelegence tool that can simulate human operator reasonably well
External chatbot integration
Use our API to integrate with any external chatbot solution.
Quick answers
Based on a topic the operator can choose the appropriate answer from a drop-down menu
Template-based answering
The solution allows to customize the templates, rules, timing and scenarios of automatic responses. Also you can configure:
- automatic greeting
- client availability check
- session closing
- customer service quality analysis
Quick answers
Based on a topic the operator can choose the appropriate answer from a drop-down menu.
Tags
The incoming message is assigned to an agent with the relevant skill. For example, if the request relates to credit-card operations, it will be automatically assigned to operator who has access to the processing center.
Chat bot (link to our product BOT)
Use BOT to communicate with customers. BOT is a learning artificial intelegence tool that can simulate human operator reasonably well.
External chatbot integration
Use our API to integrate with any external chatbot solution.
Threads can be integrated with CRM, Contact Center software or any other software, including: Siebel, ZenDesk, Bitrix24, 1C CRM, amoCRM, Avaya, Genesys, and more.
