Omni-channel customer experience management
Unlock exceptional customer experiences. Omni-channel solutions that will turn your customers’ experience into profits.
Ensure that your business enjoys long term success by providing consistent experiences that resonate with customers, irrespective of channel, across every point of contact with your brand, products or services.
The modern consumer expects interactions from brands that are personalised, relevant and delivered in a timely manner via traditional and digital channels. A true omni-channel solution empowers businesses to sell more and innovate at a rapid pace by allowing customers to switch between channels during a single journey, without compromising the experience. The ability to integrate with more than 40 applications, makes our omni-channel software is the most complete solution available today.
Unify all your channels under a single solution
Delivering a seamless customer experience via contact centres is vital for customer-centric organisations looking to promote customer loyalty and increase market share. Our contact centre solution, that integrates with more than 40 apps, equips agents with a single view of all interactions with the customer, allowing them to handle calls quickly and professionally. More than 30% of your interactions can be directly processed by our robots using AI.
Our AI-enabled classification bot is continually reading and directing social messages and tweets, making sure that our workflow bot starts to take action on them immediately.
Delivering the immediacy during a digital customer journey, our web chat knows when it can engage with a customer or when to stay in the background. Directly connected to a bot, our web chat client understands the real-time availability of human resources across your business and won’t keep customers constantly waiting if none are available, a major source of customer dissatisfaction.
Our technology can recognise whether a message is positive or negative, a complaint or a query and decide where best to direct the information. The interaction is logged and managed in the most effective way possible, freeing up time for your human team to focus on the trickier issues.
We support bi-directional SMS, with inbound texts being read by our AI-enabled classification bot. Alongside SMS, our other digital channels such as web chat are also mobile aware, supporting a range of interactions on the move without any loss of capability.
Whether a customer is contacting you to share their satisfaction or a problem about a product, from the moment you hit enter, the bot team works with your existing platforms and human teams to make sure the interaction is logged in our customer agent dashboard and catalogued as an AI or human-managed task.
Secure Document Exchange
Our Document Exchange ensures confidential data it is managed and transferred safely and securely, giving you and you customers absolute peace of mind.