Omni-channel Contact Center
The tool for comprehensive omni-channel brings a unified customer experience for better sales and customer service optimization.
Let customers reach businesses in whichever way is best for them
Omni-channel interaction
Integrate all communication channels (Voice Call, Video Call, chat, email, SMS, Facebook, Zalo) in one unified interface to help agents interact and handle all customers’ enquiries easily.
Integrate CRM
ntegrate Contact Center and Enterprise CRM to sync and display customer information from multiple channels. We help agents recognize customers through various channels.
Analyse and Report
Allow tracking and analysing of all Contact Center metrics in real-time, including - calls, email, chat, recordings, agent… Management can track performance and outcomes of each agent to optimise productivity.
Omni-channel Contact Center features
Voice call
All features of a high-end professional Call Center (features for agents, managers/supervisors, customer data, smart call distribution, system features…)
Video call
Support video call features on the website and mobile app (Android & iOS). Automatic call distribution, tickets, Interactive Voice Response (IVR)...Allow voice and video recording.
Integrate and automatically distribute emails to agents according to departments and workloads. Support email attachments (pictures & files) and rich text sending/receiving.
Live chat
Automatically allocate chat to agents based on a set rules: rotation, skill-based, last supporting agent, etc. Create a ticket for each chat session. Offer overall/detailed chat reports.
Create tickets for every post, comment, message on the Facebook business page and allocate chats to agents based on a set rules: rotation, skill-based, the last supporting agent, etc.
Zalo
Automatically create tickets for users' messages on Zalo OA and distribute tickets (zalo messages) to agents following set rules: See sales manager, see last agent, prioritize online agents…