Customers – particularly mobile customers – may traverse multiple channels of engagement when seeking an answer to their question, including self-service and agent-assisted options. Our interaction management solutions make it easy to deliver a consistent customer experience on voice, mobile, web and social channels. Our solution breaks down the silos that transform your “multi-channel” customer service into a truly “omni-channel” offering that allows customers to seamlessly continue receiving assistance when they cross channels, including providing context to your live agents. This creates cost efficiencies, reduced customer frustration and better issue resolution when customers can quickly resolve basic issues via the self-service channel of their choice, freeing up your agents to dedicate their efforts to resolving more complex customer queries.

Companies are turning to chatbots and messaging apps to engage with customers. However to be truly effective these bots and messaging conversations must be smart and helpful, or customers will turn them off just as quickly as they started. Our solutions offer you a quick and reliable way to deliver a rich, personalized digital experience to millions of users that can quickly respond to customer requests and deliver timely insights and advice in a conversational medium that customers are familiar and comfortable with.

Our quality monitoring software allows for a customer interaction to be evaluated by all parties including supervisor, agent, and customer from any perspective. It also calibrates quality scores to ensure consistency and perceived fairness while monitoring agents’ audio and screen interactions in real time. The results of quality monitoring are integrated with performance management tools for balanced scorecards and full coaching workflows.