General presentation
Agents can switch between voice and digital channels using the same intuitive interface and advanced features such as automatic call distribution, interactive AI voice response and more. Supervisors and managers have access to analysis tools and dashboards to assess overall and individual performance.
Main features
Customer journey orchestration
● Automatic, multi-channel distribution of contacts
Routing of each contact to the best qualified agent
Routing by skills.
Quick and easy modification of routing schemes
Benefits:
Increases first-contact resolution rate
Autonomy and efficiency
● Interactive voice response and intelligent virtual agent
Naturallanguage processingand understanding (NLU/NLP) for machine learning and voice biometrics
Drag-and-drop visual flow designer
Customizable conversational AI for voice and chat interactions
Benefits:
Provide intelligent self-service options
Design and implement seamless customer experiences
Control the customer journey
● Digital channel support
E-mail, chat, social networks, SMS and messaging apps
Intuitive, seamless management of all interactions from a single screen
Adaptive, automated workflows
Consolidated reporting for all channels
Benefits:
Welcoming customers who favor digital channels
Optimizing agent experience
Ensuring continuity of interactions across all digital channels
Simplified, realistic approach
● Automatic dialing
Preview, predictive and progressive modes
Benefits:
Faster management of call campaigns
Optimization of agent time
Higher connection rates
● Native CRM and CRM integrations
Consolidation of applications and customer data with native CRM 8x8
Out-of-the-box integration with over 20 platforms including Salesforce and HubSpot
Possibilities:
Creation of further integrations with the "Dynamic Integration" framework 8x8
Reports and analyses
● Contact center analysis:
Comprehensive data
Customizable reports, dashboards and metrics
Benefits:
Proactive identification of root causes of problems
Optimization of contact center performance
● Customer experience analysis:
Visualization of every stage of the customer journey
Benefits:
Discovering patterns and trends
Building customer loyalty by acting on causes of dissatisfaction
● Customer surveys
Gathering customer feedback immediately after an interaction
Associating customer information with the corresponding agent
Sharing customer feedback with agents
Customer feedback dashboards
Benefits:
Obtaining unbiased information "on the fly"
Better understanding of the context
Improved communication
More effective development of agent skills
Performance and resource management
● Quality management
Evaluation of interactions for any channel
Benefits:
Identification of agents requiring coaching
Sharing of best practices
● Interaction analysis
Analysis of all interactions
Identification of model role interactions
Benefits:
Highlighting those requiring special attention
Identifying opportunities for improvement
Providing contact center managers with actionable information
Sharing for training purposes
● Workforce management
Predict staffing requirements to meet demand
Benefits:
Eliminate time-consuming manual adjustments needed to manage teams
Improve operational efficiency
Collaboration
● Video meetings
Integrated, seamless videoconferencing solution
Benefits:
Coaching of remote or hybrid agents and/or an entire team
Team meetings to strengthen cohesion
● Individual and team messaging
Integrated instant messaging
Benefits:
Request assistance from other agents, supervisors and teams during an interaction
Immediate access to experts
Company-wide information sharing
Platform
● Security and reliability
99.999% SLA for the global platform
More than 20 security and regulatory certifications, including PCI DSS Level 1, RGPD and HIPAA
Benefits:
Improved security and compliance with a fully integrated solution
Meet compliance goals with secure processing of payments and personal information
● Partnerships and certifications
Certified contact center for Microsoft Teams
Solution recommended by Google Chrome Enterprise
● Improved agent productivity
● Reduced processing time and errors
Security, compliance & infrastructure
➤ Cloud hosting certified ISO 27001, SOC 2
➤ Data encryption in transit and at rest
➤ Secure authentication and fine-tuned user management
➤ RGPD compliant
Integrations & administration
➤ Integration with numerous CRMs (Salesforce, Zoho, etc.) possible.
➤ Open PLC interfaces for specific automation applications
➤ Queue management, groups, roles, opening hours
➤ Centralized administration via web interface
