We provides customer service and support in the application, which enable customers to request real-time help from mobile applications directly.
Multichannel Contact Center---Mobile SDK
WCC multichannel contact center provides customer service and support in the application, which enable customers to request real-time help from mobile applications directly. Customers no longer need to make phone calls, listen to menu prompts, wait, authenticate, and explain why they want to call-these are typical processes in today's contact center. In addition to help requests, our customer service solutions allow your customers to respond to notifications and interact in context.
Customer data related to the Routing and service being requested moves with the conversation from application to seating. This data can include the location of the customer (that is, where the request came from) and can also help the clicked application and user profile information. Contextual data from mobile applications eliminates the need for IVR menus and reduces the amount of data that the agent enters. Your contact center already knows who the customers are, where they come from and what they need to save time for everyone so they can quickly let your customers to get service.
Voice and Video Support
Voice, text, pictures and videos can be done at the same time. Today, customers and agents are willing to choose the media they think is most appropriate. Typically, a conversation may begin with words and continue in the form of speech. Our solution provides a way to upgrade the application of internal customer conversations to voice and video during a conversation. Photos, images and other documents can be exchanged at any time. These features greatly shorten as a picture can trump thousands of words.
Satisfaction surveys appear at the end of each interaction to provide a feedback loop on whether or not the problem is solved in a satisfactory manner. Survey data is available for service, team, and individual performance reports.
More Concise Operation
- Pre-dialing, click Dialing, and messaging one-click solution
- Tips for automatically obtaining an agent's idle status
- Voice prompts of waiting in virtual queues
- Process multichannel customer service based on Web page
- Seamless collection with CRM and other applications
- Request immediate help from a mobile application
- More suitable for text delivery in public places
- Full confidentiality of personal information