Self-Sufficiency for Business Users
In the past, sophisticated multichannel interaction routing required a technical team to implement and make changes. Our innovative approach has changed the game, allowing non-technical users to set up sophisticated routing strategies and make changes quickly.
Change Routing Strategies Instantly
Create virtually any routing scenario in a few minutes with easy-to-use drag and drop icons. The intuitive administrator interface makes setup effortless, even for complex routing strategies and IVR scripts. With our Cloud ACD, on-the-fly changes can be immediately deployed into your operations.
Create Powerful Experiences
When the screen pop software queries your customer database, locates a match, and instantaneously populates that data on the agent’s screen with the inbound call, the customer’s needs are addressed quickly. This creates a powerful experience that makes customers more receptive to personalized offers, increasing the potential to turn the customer service call into a revenue-generating call, while improving FCR rates.
Not Just for Inbound
CTI isn’t just for inbound customer service. Improve sales conversion rates by providing outbound agents the most current customer information delivered with each sales call. Agents that handle both inbound and outbound calls get a screen pop of customer information on a call-by-call basis, whether it’s an inbound or an outbound call. We can provide a unified agent interface for each interaction, eliminating the need to toggle between applications.