E-Services Contact Center Software enables cross-channel conversations that deliver a consistent experience as customer’s transition between various channels. By creating a single conversation over time ― across phone, Web, and mobile channels ― you can more effectively engage your customers, improve customer interaction management, and meet growth and customer satisfaction objectives.

The key to growing your business today is being where your customers are and engaging them — anytime, anywhere. Your customers already use e-mail, chat, social media and text messaging as primary forms of communication. Is your business tapping into these channels to deliver a customer experience that is convenient, personalized, and fulfilling? Customers are using the Web to conduct research, make purchases, resolve issues, and share opinions. We all do this. It’s the nature of our consumer society. Many of your customers share their interactions with your company via social networking. Your business can capture this knowledge to improve product offerings and support — and to strengthen your competitive position.

Advantages/Benifits

• Gives you a competitive advantage in building customer loyalty ― which reduces churn and, therefore, costs.

• Reduces the cost of existing face-to-face and call center support channels.

• Allows your business to tap into a much wider range of customers and their purchasing power.

• Enables you to increase your portfolio of offerings without expanding staff or infrastructure.

• Provides resources with the information they need to quickly solve the customer’s inquiry on first contact.

• Increases customer satisfaction with a consistently satisfying experience across all touch points.

• Grows your business by engaging with customers and prospects to identify the best sales opportunities through their preferred channel in real time.

• It’s all about the ability to intelligently integrate all communications into a single flow that uses the same business logic to distribute interactions to the right resources together with complete customer information, also allow you to reach out to customers via online messages, rich-media channels, and proactive chat sessions that can enable you to turn Web visitors into buyers.

• E-services integrate Customer Interaction Management (CIM) Platform to allow you to engage customers through any channel they prefer, and to manage all multi-channel interactions as a single, consistent conversation.

E-mail

E-mail helps you to efficiently manage high volumes of inbound e-mail and Web-form queries. We ensure that your customer service e-mail communications are handled in a consistent manner. For example, you can apply to e-mail the same level of business logic used to route inbound voice calls. This will allow you to identify e-mailers, retrieve their interaction histories from CRM systems and databases, and forward that information to agents along with the e-mail, so that e-mail customers receive the same personalized service as callers.

Proactive Engagement

Proactive Engagement identifies and dynamically engages with customers and prospects on the Web by inviting them to chat or speak with an agent. Proactive Engagement uses business rules to specify qualifying behavior and/or customer attributes, including their value to the company, so that you can engage high-value customers in real time with the best available resource, whether that’s an agent, a back-office employee, or a front-line sales person in a retail outlet. We have teamed with Live Person to deliver this online sales and service solution to optimize agent utilization, boost conversion rates, increase first contact resolution, and improves customer experience management and customer satisfaction.

Chat

Chat enables your agents to provide live online assistance to customers and prospects when they need it. Chat can be easily added to your Web site, allowing your customers to initiate a chat interaction with an agent, or agents can dynamically invite customers to chat based on a set of triggers. Customer experience management is consistent and personalized since agents have access to a standard response library, as well as to customer information across all channels.

Content Analysis

Content Analyzer increases the efficiency, accuracy, and consistency of your text-based communications. We do this by automatically discerning the message’s intent and recommending the best possible answer to agents and customers. Utilizing natural language processing technology to analyze the text-based content, Content Analyzer determines how to accurately process and respond to each message.

SMS

SMS lets you add text messaging (short messaging service or SMS) as a communications and support channel for attracting and retaining customers.SMS also makes it possible to target customers how, when, and where they want to be contacted; provides an ideal communication platform for promoting new products and services; and establishes your organization as being out in front of customer service trends. At a time when 7 trillion text messages are sent each year, SMS increases customer loyalty for a fraction of the cost of live-agent phone service.

Co-Browse

Web Collaboration connects your agent and your customer’s Web browser to allow them to visually collaborate with one another to resolve sales or support issues. Agents can share pages, help customers fill out forms, walk a customer through a complex process, or follow along with customer activity to help diagnose a problem. Security is maintained because only the browser presentations are shared — files are not passed between the users’ PCs.

Third-Party Integration

Third Party provides companies the flexibility to integrate existing applications through open interface, therefore extending the power of the Customer Interaction Management Platform. With Third Party services, enterprises can manage virtually any customer interaction or activity through the routing engine. This means businesses can queue and distribute customer interactions to agents or functional experts according to a consistent set of established business rules. Third Party substantially improves operational efficiency and helps increase customer satisfaction.