The Customer Interaction Management solution is a hub for all your data related to customer interactions, starting from campaigns to planned interactions to executed interactions. Interactions are linked to customer and agent objects. Grouping interactions allow agents to see their own interaction history, or the one of the customers. Each interaction can be linked to voice recordings (or chat transcripts), call tags, results from the agent guide, and contain scoring information from the customer or QA/ supervisor survey.
Quality Assurance / Surveys
Quality assurance officers can listen to and then score recorded voice calls (requires the Voice Recording module of CIM).
Independently, customers can also give their (satisfaction) scores on the same calls. Survey questions can run on the IVR, via a separate call back, with an SMS dialogue or via a web interface.
You can run multiple surveys on the same conversation: From one or multiple Quality Assurance officers, as well as from the customer.
Tagging and Wrap up
Agents can use either step-by-step call scripts or static forms for coherent conversations. Multiple conversation scripts/ guides can be triggered based on CallType or Customer Fields, and can be edited on-the-fly by non-technical staff.
See all interactions of a customer or agent. Link interactions to your CRM through RESTful API's.
Customer Interaction Managment
Schedule, track, score customer interections - premise based Context Service, link to your CRM
Multi-channel outbound campaign manager, directly from a CRM.
Callers can request a callback either from a webpage or while waiting in a calling queue.
Quality Assurance and Customer (satisfaction) scores after a call/ interaction.
Add/ edit customer records on-premise. Sync Customer profiles from the corresponding CRMs.
Follow a customer’s journey across platforms (IVR, Voice, Email, Chat, Social, SMS).
Intelligent call scripts or forms to be popped up during in/outbound calls on the agent desktop.
Forms and Scripts
Add tags/ labels/ wrap-up reasons to interactions.