One of the greatest benefits is that it will provide you with a unique experience by integrating all channels of communications in a single platform that allows you to program campaigns and perform actions according to the behavior or preferences of the end user.
There are technologies that can simplify times, segment according to actions or preferences and thus achieve a better experience in each contact with the customer. These business tools for contact centers offer an agent desktop in a single channel of communications that allows you to unify all your voice services, chat, email, social network messaging and more channels.
In addition, these platforms integrate with any CRM, workforce management and reporting systems, or even with your existing call center infrastructure. That’s why they’re designed to scale to the largest enterprises.
On these platforms, agents will have fully customizable dashboards with one-click features that allow you to optimize team performance and integrate with websites and other mobile applications. You can also customize IVR interaction streams, send appointment reminders and SMS-based surveys.
Therefore, it proposes a complete control over the responsibility of the customer with an experience of speed and flexibility of the cloud, where customers and agents can see the difference in the contact.
Today companies can create fully integrated conversation assistants and robots, trained in the context of the company, to help customers without human supervision. So, whether the customer is talking to a virtual system or has a commitment to an agent, you want them to be personalized and enriched conversations.
On the other hand, it is evident that channels such as Facebook or Whatsapp become the most widely used Apps, leaving the SMS in a much more personal channel of communications, but not as effective if it works alone. The new Omnicanal era offers the possibility of including social networks and apps as a point of contact with the end user, in addition to the traditional ones.
In this regard, it is the companies that ultimately must decide to unify their channels of communications to ensure an effective experience for their customers. Consequently, we offer you one of the best messaging service channels to have direct and instant conversations with your customers through our platform that can be integrated with other mobile channels. Know its services Here.