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Revolutionizing-Customer-Experience-Platform-The-Power-of-Contact-Centers

Discover how contact centers are revolutionizing customer experience platforms by integrating advanced technologies like AI and omnichannel support. Enhance customer interactions, streamline processes, and deliver seamless, personalized experiences for business success.

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Revolutionizing-Customer-Experience-Platform-The-Power-of-Contact-Centers

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  1. Revolutionizing Customer Experience Platform: The Power of Contact Centers Discover how contact centers are revolutionizing the Customer Experience platform by leveraging advanced technologies like AI and automation. From personalized interactions to seamless support, modern contact centers are transforming customer engagement, boosting satisfaction, and driving business success.

  2. Customer Experience Platform User Experience Employee/Agent Experience Admin Experience End-users are greeted by various entryways: chatbots, voice bots, and more. Agents have insights into user history, context, and nature of inquiry for faster resolution. Admins have real-time monitoring, review chat transcripts, transfer sessions, and more.

  3. Empowering Admins Real-time Monitoring Historical Reports 1 2 Track calls, chats, and agent availability for efficient management. Gain insights from call reports, video recordings, and customizable date ranges. Scheduled Reports User Management 3 4 Generate reports at any interval and distribute via email or folders. Control user roles, skills, preferred languages, and BOT allocation for tailored interactions.

  4. Enhanced Supervision Queue Traffic Alerts Notify admins of specific numbers of chats or calls in the queue. Agent Rejection Alerts Flag instances where an agent rejects a chat or call. Longest Wait Time Alerts Offer insights into prolonged wait times, prompting timely action.

  5. User Journey Self-Service Knowledge Base Access Chatbots and voice bots provide initial support and guidance. Users can easily find information and solutions through the knowledge base. 1 2 3 4 Language Understanding Live Agent Support Conversations begin in the user’s preferred language for a more natural experience. When self-service isn't enough, the option to connect with a live agent is available.

  6. Agent Empowerment User Insights Single Screen Interface Agents gain access to user history, context, and past interactions for better understanding. Agents have access to all necessary tools and information within a single screen, eliminating constant screen toggling. Knowledge Base Access Translation Services Agents have a repository of knowledge base articles for guiding them through issue resolution and task completion. Translation services bridge the communication gap between users and agents, enhancing cross-language interactions.

  7. The Future of Contact Centers Total Experience 1 User Experience 2 Seamless and personalized interactions. Employee/Agent Experience 3 Empowered and supported agents. Admin Experience 4 Real-time insights and efficient management.

  8. Contact Us Contact Centers are revolutionizing customer experiences by seamlessly connecting customers, employees, and administrators. Let's work together to transform your organization's customer experience platform.

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