Omni-channel customer engagement drives exceptional and consistent customer experiences at every touchpoint and across multiple channels.
Assesses customer and agent attributes and behaviors that result in best business outcomes using statistical performance analytics.
Models what-if scenarios to predict business impact from changes in customer prioritizations, routing, agent skilling, scripting, staffing, training, etc.
Dynamically predicts customer needs and matches customers with agents having best performance record to meet that need.
Designed for Business Users
Presents a business view of data for filtering, sorting, correlating and analysis by mangers and analytics.
100% native application integration for managers, administrators, and agents – far beyond just CTI.
Native agent workflow, call handling, screen pop, call control, click-to-call, automatic call logging, and Salesforce omni-channel communications.
Customer, call, and agent data integrated into the Saleforce database for a complete view of customer experience and agent performance.
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