Connections Without Barriers
When your agents can move between voice, email, chat, text and social on the same interface with the toggle of a button, they can give your customers the same, standout experience in every interaction. Our multi-modal, omnichannel platform routes, measures, and records customers the same on every channel, and gives you the data in one place.
Agents shouldn’t have to wait until training rolls around to get better at their job. Configure automations to trigger notifications for coaching opportunities and put learning into their omnichannel workflows. Add microlearning exercises straight to their queue to correct errors when they’re fresh, so bad behaviors don’t turn into bad habits.
Analytics That (Actually) Lead to Action
Decision-making and innovation only happen if you have a deep understanding of your customers. Get the data you need to see how your customers are interacting and how your agents are working. And, use derived fields to create custom KPIs to measure what matters (and only what matters) so you can actually use your data.
Connect and Simplify Your Systems
Your company can’t grow in silos, so remove them from your workflow. Connect your CRM, ticketing, or internal databases to give your agents crucial customer information the moment they need it in an interaction. That removes friction in their workflow and lets them help customers faster.