Omnichannel Contact Center is the core of a customer contact center software solution. This advanced platform can bring together all your customer interactions, through the communication channel each customer prefers.
It includes all the tools needed for successful, high-demand contact center operations. It’s engineered to deliver excellence in performance and customer experience.
Improve your operation results by distributing customer interactions intelligently to the agents most qualified to respond successfully. Independently of which channel your customers choose, configure your distribution rules to fit your business strategies. Powerful algorithms allow you to factor in the customer’s individual contact history and all of your business system data to achieve the most personalized and eficient response on every contact.
Streamline customer service support processes and increase efficiency by automating repetitive tasks. Easily configure rules for prioritization, categorization and distribution of tickets according to type of case, customer profile or language used, among others. Automate responses when tickets are created, closed, or conditions change.
Intelligent and efficient 24/7 self-service capabilities provide your customers a personalized service with no wait times. nexogy makes it easy to implement applications that support process automation and systems integration. Take your customer self-service functions to the next level with chatbots and virtual assistants powered by nexogy
Achieve your service goals across all channels of communication. Increase your contact center’s productivity and provide agents with support when needed. Omnichannel Contact Center includes a powerful multi-channel supervision tool with advanced monitoring and collaboration functions that deliver minute-by-minute operational control.
Build your business intelligence using a report generation tool that gives you a deep view of individual channels or combined with other data streams. Omnichannel Contact Center helps you successfully manage operations with productivity indicators updated in real time so you increase efficiencies and meet service level requirements.