Single omnichannel view
The multimedia call centre agent interface enables the agent to deal with different customer interactions simultaneously and via multiple channels. The agent can then freely switch between sessions. The interface provides a set of toolbars to handle all multimedia activities. These toolbars can be customized to the agent’s requirements. The status of the current contacts is displayed in an intuitive way including both contact related information and the history of previous interactions. Through this interface, the agent accesses the scripting tool or any other software packages (CRM, ERC, etc…) or your bespoke applications.
Where needed, a set of APIs is available to integrate this toolbar with your existing agent’s user interface. For ease of remote deployment, the agent interface is a so-called “one-click deployment client”.
- Give customers their choice of interactions — voice, email, social media, WhatsApp, fax, (video)chat, as well as SMS and many more
- Give you agent the view to connect to customers in a faster knowledgeable way
- Motivate with creative outbound campaigns to build your brand, customer loyalty and open new revenue streams
- Reduce agent training time
- Improve agent performance — homeworking agents included
- Easily affecting agents between teams, activities and campaigns.