RAPIDLY MANAGE AND RESPOND TO INTERACTIONS ACROSS ALL DIGITAL CHANNELS
Increasing amounts of digital interactions are happening each day. Our INBOX is a triage that works to automatically read, respond or route your messages. Automate your next actions and set up rules and filters to decide when an enquiry needs to be passed to a human member of your team.
MANAGE 94%+ OF ALL DIGITAL INTERACTIONS WITH EASE
- Automate with personalised rules and filters
- Organise interactions by context, sentiment and content
- Set SLAs and reporting metrics across all digital interactions
- Lower the cost to serve
- Does the work equivalent to 16 people
- Rapid deployment – within three days!
INBOX INTEGRATES WITH
EMAIL | SOCIAL MEDIA | WHATSAPP | SMS | ONLINE CHAT
INSPIRE AGENT MOTIVATION AND PERFORMANCE
Gamification may be the new buzzword but the problem of demotivated agents and difficulty of hitting targets/KPI's is a longstanding one. REWARDS is the solution that pushes agents to achieve individual and team wide-goals, such as; performance targets, customer care scores, sales conversions and quality assurance. It integrates with Mitel’s MiContactCenter and is easy to integrate with CRMs, HR systems and other 3rd party systems.
REDUCE SICK-DAYS, IMPROVE EFFICIENCY AND WELL-BEING
- League tables, tournaments, competitions
- Highlight key areas your agents need training
- Increase cross-sell and up-sell revenues
- Reduce absenteeism and re-engage bored contact centre agents
- See improvements in performance as they happen
UPDATE MULTIPLE DATA FIELDS AUTOMATICALLY
We all know that managing data can be a pain. Our FORMS solution enables the creation of contextual forms and screens for end-users. Easily use for customers, suppliers and staff to update or submit information. FORMS is mapped to data fields that feed into one or multiple systems meaning you only need to enter data once for it to be replicated and updated business wide. Update information, improve data analytics, cleanse data as you go and remove the need for data overload, saving valuable time on admin and data entry.
FORMS INTEGRATES WITH
EMAIL | SOCIAL MEDIA | WEB | ONLINE CHAT
ENHANCE YOUR DATA
- Enriched data from reduced data input errors
- Create an accurate and reliable database
- Personalise your customer experience
- Updates data in all your systems (CRM, marketing systems etc)
- Improved analytics
REAL-TIME CONTACT CENTRE DATA
Seeing data-trends in real-time is a key asset in improving your contact centre performance and tackling key customer service issues. Our solution uses APIs to feed data through existing applications into one unified DASHBOARD that can be tailored to a team, agent or another department across the company.
PRESENTABLE DATA, AT YOUR FINGERTIPS
- Crucial contact centre KPIs
- Highlight and pinpoint areas for improvement
- Real-time analytics
- Manage agent workload and responsibilities better
- Modern and engaging display
- Combine different datasets
- Completely customisable
A SUPPORTIVE CHATBOT AND COLLEAGUE
We know your agents are irreplaceable, but wouldn’t you like to empower them to focus on higher value areas? BiziBOT takes some of the drudge away from your agents by answering simpler (or even more complex!) customer enquiries. You can utilise BiziBOT across any channel, from social media sites like Facebook to more traditional platforms like your website. Achieve higher customer service ratings, implement online self-service and increase the engagement with customers across your business.
ALLOW AGENTS TO WORK ON PRIORITY CUSTOMERS
- Multiple channels including Social Media and Websites
- Answers easy, mundane and repetative questions (but can also answer complex!)
- Low-code, meaning quick and easy set-up
- Free's up Agent time to deal with priority customers or urgent tasks/enquiries