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.

Integration capabilities

Threads can be integrated with CRM, Contact Center software or any other software, including: Siebel, ZenDesk, Bitrix24, 1C CRM, amoCRM, Avaya, Genesys, and more.

Automated communication