WCC can hold phone,email,SMS,video,Mobile SDK,web Customer service,Facebook and Twitter together
Multichannel Contact Center
Our contact center is a native cloud solution as well as a new call system architecture designed to help enterprise design solutions to the growing needs of multi-channel customers, resulting in a high level of operational experience and greater customer satisfaction.
Multichannel Communication Style
In order to meet the habits of current customer communication , we use all available channels to design the platform with multichannel style and we choose the most convenient channel to solve your problem.
A Simple Management
At WCC, we think that the contact center agents should be able to establish their own channels. In addition, we built a powerful instrumentation engine on the call platform which aim to ensure the new perfect realization in the rapid deployment and multichannel contact center.
Multichannel Contact Center
Our WCC multichannel contact center can bring you the biggest enterprise benefit, the omni-directional compatible seamless connection as well as the convenient work management.
- The support of meeting current user communication habits
- completed channel support and more mature performance
- The panorama of intelligent technology integrated into the heart of contact center
- Easy and efficient web landing support can achieve the efficiency of the work
Completed interactive context
We will select the most suitable seats for the customer, select the most appropriate channel for the agents, and the full interaction of the context will remain when the channel is switched.
- Enable continued calls when switching or changing channels
- provide a convenient message or content channel for existing conversation
- Innovative capacity models allow service levels to be defined by channel
- keep a rich context in the conversation
Monitoring And Management
Large-screen real-time monitoring and hierarchical management of the full allocation of responsibility can be solved firstly and root cause can be found.
- Real-time monitoring, reporting and quality management throughout all channels
- A powerful timeline view lets you see activities that occur across multiple channels
- Scenario Builder enables contact center administrators to define an interactive workflow for any channel
- Self-service delivery can be achieved through voice robot function
