Engineered for modern enterprise contact centers with unique business needs, our cloud-based, Conversational AI solutions help companies deliver flexible, automated customer care across multiple channels and languages at scale using advanced machine-learning technologies to make customer experience feel proactive, personal, and effortless.
Omnichannel is one of those buzzwords that gets tossed around with the promise that your customers can reach your business whenever and however they want. But that alone does not guarantee a good experience.
Our platform uses a unified, centralized dialog flow manager and universal profile manager to maintain context across self-service voice, web chat, 10DLC and toll-free SMS, and live agents. This ensures a consistent, personalized customer experience while reducing maintenance costs and simplifying call center operations.
The complexity of omnichannel customer care requires a 360 degree view of what is going on. Our advanced analytics and reports dashboards are delivered in real time, including aggregated trend views and system utilization metrics so your NOC can predict and identify potential problems and respond quickly when needed. In addition to these high-level views, teams can quickly drill-down to review call recordings and individual turn-by-turn interactions and conversations.
Many intelligent agent or “bot” companies will offer templated solutions that promise “turn-key” self-service for your customers. But these options are often too basic and inevitably fall short of expectations as your business grows. With our solution, you can expect next-generation capabilities at highly competitive price points. Advanced options include:
In addition to core services, our conversational AI platform offers a wide range of optional built-in application services and APIs. They include:
Call Back gives our customer the ability to quickly change under what circumstances (e.g., queue depth, queue type, time of day, customer profile, self-service experience, etc.) to offer a call back to their customers. Using a secure admin portal or API, they can configure and monitor multiple applications and queues independently and provide a call back at any point in their customer journey.
As a result, enterprises reduce costs by mitigating the strain on their contact centers when call volume spikes unexpectedly while also giving customers choice with the reassurance that their issue will be handled.
Create dynamic, branded surveys and deliver them to customers via voice, chat, or SMS. And with support for a wide range of question types (e.g. yes/no, satisfaction scale, multiple choice, and open-ended response) that can change dynamically based on responses, your customers can provide insightful, immediate feedback in the manner they prefer.
Responses are automatically saved, transcribed, analyzed, and summarized, saving time while giving customers the opportunity to be heard in their own words. And with built-in Call Back support, you can connect with a customer when a response requires immediate attention and deliver on the promise their feedback truly is important.
Our experts can help you successfully understand and optimize your customer’s experience.
Team up with our expert user researchers to take a deep dive into your customer experience. This consulting engagement will:
Evaluating aggregated user data is useful to identify trends, but some of the best CX insights come from in-depth user interviews and hands-on usability testing. Get high-fidelity qualitative insights into what’s working and what’s not working right now — insights that will inform the best way to design and build what’s next.