We understand everything small and big about contact centers with our team members
having hands on experience working on different roles in the Contact center
and service industry. We speak the same language as your contact center
team and understand the value of CSAT, NPS, AHT, ACW, FCR etc.
Our solutions are custom made to ensure maximum productivity with minimum clicks and
automating the regular activities to enhance productivity.
- Multi channel support setup (Web, email, phone, Chat)
- Entitlement Management ( Support level, SLA, Milestones)
- Knowledge Management (Articles)
- Route cases automatically using Omni-Channel routing
- Service analytics for Agents and Supervisors
- CTI Integration support
If you need to extend your contact center with field service techs, we got you covered too, We design the solutions keeping entire case lifecycle in mind. So whether you are providing support in your contact center or dispatching a field service tech. Our setup on FSL™ includes the following:
- Service territory, operating hours and service territory members
- Contractor management
- Scheduling rules, Work types and skills
- Work Order, Assets configuration
- Dispatcher console – Configuration and resource training
Give your customers access to customer community™ to deflect contact center call volumes and save cost. Your customers get real time update to Cases, Work Orders. Customer can collaborate with each other to solve issues, access knowledge base and How To Articles. Companies can use gamification to promote participation and moderation to control the type of content added.
- Customize standard templates or built using Salesforce™ VF+Tabs.
- Extends relevant information to Customers to know the status of there requests.
- Promote collaboration between Customers and reduce call volumes.