- Your customer service agents don’t have access to your customer (order) history
- You don’t have a clear overview of all your customer service omnichannel data
- You’re not sure if the service numbers and the rates you apply are compliant
Take the international customer service accessibility to the next level and make the customer experience as smooth as possible.
An omnichannel contact center platform helps you manage all your omnichannel customer service interactions in one place and provide continuous support across various channels without hassle.
Integrate with your CRM and ticketing software to get a single customer view.
All the incoming traffic needs to end up with the right contact center and the right agent. For this you can use all types of (internal) routing plans and IVRs.
It allows you to distribute incoming calls as efficiently as possible and to bring in 2nd line support or another colleague as required.
However well you plan for expected peaks, you can still get caught out by the numbers of calling customers.
When things get really busy, you need a real back-up plan with overload solutions that help your callers instead of annoying them.
Cruise Control is an API that seamlessly integrates with your outsourced contact center statistics.
It dynamically distributes incoming calls in the most effective way without human interaction and helps you stay on top of the defined KPI’s.
Turn customer service telephony into a modern online channel and integrate it into the online journey.
Callers no longer have to leave your website to make a call which means you can track the entire journey and make special offers while you have your callers’ attention.
Is your customer service available in various countries?
Make sure you have a clear picture of which number is active with which provider so you know who to contact in case of changes or problems. And stay on top of local regulations so your service numbers remain compliant.