Scalable and performance-oriented, our solution was born out of the need to unify web and contact centre experiences. By adopting a Cloud Contact Centre you will attain to provide a better customer experience, optimise agent efficiency and improve ROI.
With the pandemic, the number of calls and chats rose dramatically, and since teams were not able to scale at the same speed, it became necessary to prioritise qualified calls.
By connecting our ACD with web campaign tracking, we make it possible to prioritise calls from your most qualified sources.
You probably have the same agent script for all calls, regardless of their origin. But a customer that calls your service line is radically different from one who is trying to buy a specific product online.
Since our agent interface is connected with web visitor information, we can inform agents which product the customer has selected before initiating the call.
Does your management report look like a patchwork quilt in which you need to manually match campaigns, calls and sales data?
As we track the customer journey from the moment he enters your website until he hangs up the phone (and yes, we do this for inbound calls too), you get a full, end-to-end report and dashboards without going through the usual hassle.
Manage skill-based routing and agent allocation, from outbound to inbound, from chat to video, and much more using a drag & drop interface.
Manage inbound contact queues based on business criteria, such as the campaign that generated each lead, and prioritise commercial calls.
Route inbound contacts to agents based on customer information and agent skills to optimise each caller’s experience.
Route inbound contacts to agents based on team capacity, with load-balancing or overflow strategies.
Create automated workflows to recover abandoned and missed calls and chats. Reach your customers later via phone call, email, sms, or even push notifications.
Automatically reconnect the customer with the agent who took a previously dropped contact.
Create a blacklist of phone numbers, cookies and IPs to ensure that fraudulent contacts are not able to establish a connection.
Create conference rooms and add team members and/or customers.
Get access to the customer's screen on the agent console and guide him through specific journeys on a website.
Give agents the chance to share their own screen with customers, providing the option to better explain and exemplify what is needed from the customer, with a real view of the steps needed to be taken.
Bidirectional file sharing between customers and agents.
Agents have access to a "survey-like" interactive scripting tool, where they can select wrap-up/disposition codes for each contact.
Create a bidirectional link between the agent console and your CRM (retrieve customer information for the agent, and send call outcome data to the CRM).
Give agents access to the customer's contact history and web journey.
Compile contact lists for your outbound campaigns directly from your website, CRM, Helpdesk, or via CSV files.
Automatically dial customers based on the team's current capacity and outbound hit rate.
Agents can schedule callbacks and access their calendar, while supervisors can check their team's calendars and assign calls.
Dial the customer automatically once a callback is due.
Transfer calls to internal extensions or external phone numbers, such as sales agents or field technicians mobile phones.
Record inbound and outbound calls and play recordings through your dashboard.
Upload your own prompts and build custom multi-level IVRs to ensure that customers get directed to the right team.
Automatically discard outbound calls answered by voicemail to avoid wasting the agent’s ready time.
Access the most relevant operational KPIs such as average time in queue, abandonment rate, handle time, first call resolution, conversion rate, and much more.
Get insights about campaign performance by connecting contact centre sales (and other outcomes) data to the campaign that has generated your leads.
Build your own business and operational KPIs by applying formulas to basic metrics. Set up your own service level.
Easily export your dashboards to a CSV or XLS format so you can freely work on the data. Create your own reports and schedule them to be sent via email or SFTP.
Monitor the evolution of your team's performance and generate forecasts by accessing historical data, aggregated by different periods (day, month, year).
Get access to all relevant agent status data (available, paused, on a call, wrap-up) in real-time.
Get access to all relevant sales data (number of sales and items sold) in real-time.
Engage with customers through Net Promoter Score® and Customer Satisfaction surveys, either via email or phone call.
Our partnership with our customers starts with an assessment of the company’s digital maturity using the BySide Lead Activation Diagnostic.