Customer Interaction Management
Schedule, track, score customer interactions and context with a single tool
Surveys / Quality Assurance
Quality Assurance and Customer (satisfaction) scores after a call / interaction
Follow a customer's journey across channels (IVR, Voice, Email, Chat, Social, SMS). Do the same per agent and link it to your CRM
Deliver consistent call experience with Agent call scripter. Save training costs and increase agent productivity with step-by-step call guides
Pop up the caller’s profile when a call or media arrives; click-to-dial.
Non-technical supervisors can change agent skills with drag-n-drop, change IVR announcements, modify business calendars and logical call switches
Switching from CAD to Finesse or using Finesse for the first time, we provide an array of gadgets to increase agent efficiency, productivity and inter-team collaboration.
Operators can see the availability status of agents, chat with them and then forward the call.
Route branch visitors, video sessions, chatbot requests to contact center agents with our Mediarouting engine.