Unified Interface for Customer Service
Serve your customers across all your channels with our centralized agent module, using chat, calls, or video calls to provide 360-degree support.
The agent interface provides all the necessary customer information for service and allows for the dynamic integration of forms, reports, and processes, enabling you to manage customer service without switching applications. This reduces agent response times, improves customer service, and makes agents’ work easier.
Your agents will receive support from our AI-powered Virtual Advisor to address customer inquiries and can consult the knowledge base as needed.
They will also be able to review the information obtained from our Intelligent Document Processing and validate or adjust it as required.
Intelligent Routing BPO Agent Module
Configure your business rules to select the right agent to meet your customers’ needs, set priorities, waiting times, escalations, and ensure all requests are addressed.
- Intelligent ACD Routing by Occupancy
- Call Distribution by Skills
- Queue Prioritization
- Conversation Prioritization
- Overflow Management by Skills
Omnichannel
With our platform, you can manage all your social media, digital, and traditional channels, handling them with bots and/or agents through a centralized interface.
Additionally, your agents will be able to assist from their mobile phones and computers without any issues.
Chat - Call - Video Call
With our platform, you can manage all your social media, digital, and traditional channels, using your customers’ preferred medium: chat, call, or video call.
Video Calls: Video calls can be handled automatically or scheduled. You have a waiting room where you can show relevant videos to your customers while they wait for an agent. You can set default recording options for all video calls, allow agents to choose whether to record, or restrict recordings. You also have the option to set your corporate background for the call.
Calls: Calls can be managed using a voicebot that operates autonomously with tone and natural language understanding. You can choose the voice for the bot, selecting neural voices and adjusting parameters such as speed, intonation, and volume. Additionally, you can use pre-recorded audio or generate audio using TTS (Text-to-Speech).
Chats: Chats allow you to handle various social media platforms, your website, your app, WhatsApp, Telegram, etc., clearly identifying the channel in the interface. You can exchange messages, images, videos, audio (with voice recognition), and documents. You can hand over customer interactions to a bot for information collection and resume the conversation when needed. Automated notifications can be used to keep the user engaged and enhance interaction.
Monitor Your Agents Online
Monitor your agents discreetly and efficiently to ensure service quality and provide exceptional customer support. It’s important that both your agents and customers are aware that monitoring and supervision are in place before interactions begin.
At any time, you have the option to connect to each agent’s team and view in real-time what they are doing and how they are handling customer service. This provides you with detailed insights into their interactions with customers and allows you to offer instant feedback and guidance.
This supervision does not interfere with your agents’ daily work and is conducted discreetly, so neither the agent nor the customer can identify that they are being observed, ensuring that the flow of service remains unaffected.
AI-Enhanced Agent Monitoring Module
Measure productivity and key performance indicators necessary for your business to make service decisions based on customized rules, alerts, and escalations.
With our analytics module, easily evaluate your agents’ performance, their courtesy and quality of service, and response times.
Monitor your agents’ activities with our supervision module, allowing you to see what they are doing online.
Use our chat feature between supervisors and agents for relevant internal communications or immediate guidance.
