Customer service? Even in the 21st century, most people still reach for the telephone. The challenge: providing a telephone service is the most expensive option for your company in terms of staffing. This makes it all the more important to have an intelligent contact centre solution that forwards every incoming call to the appropriate agent. iAGENT Call results in more satisfied customers, as their requests are processed quickly by the right agent.
novomind iAGENT Call
Customers get frustrated at having to repeat themselves. Their time is precious — as is your agents’ time. In a survey cited by the Handelsjournal, over 60% of customers reported long holding times as the biggest inconvenience, with nearly 50% finding the need to repeat their concerns particularly annoying. Every query should therefore be resolved as quickly as possible to provide a good customer experience.
If customers do have to wait a while on hold, iAGENT Call provides various asynchronous channels, such as voice message or the option to switch to WhatsApp. With additional options such as chatbots, emails and community management on social media, no calls are missed and every query is dealt with.
Next Level Service
Every customer experience is different. It is therefore all the more important to know about customer history — across all channels: What is the problem? What is the status quo? What has already been talked about on a previous call? And what hasn’t? The “partner in crime” of every agent, therefore, is custom routing, including the connection of third-party systems such as CRM and ERP. This ensures quick access to all relevant data. With the preferred agent routing function, the caller — subject to availability — gets put through to their previous contact person, who knows the customer and their history in detail.
novomind iAGENT Call is fully integrated into the intuitive, user-friendly interface of novomind iAGENT Desk and offers agents all the practical functions for this channel, such as boilerplate text, conversation guides and automated response suggestions.
Jan Ole Petersen
Is your customer service on WhatsApp? If things are taking a little longer, we transfer callers out of the queue and directly to the popular messenger service — taking into account all the guidelines laid down in the EU General Data Protection Regulation (GDPR), as a matter of course.
What you need for quality control: relevant statistics on incoming and outgoing calls. Call duration, waiting time until pick up, rejection rates, IVR turnaround time and post-processing time are no longer unknown factors.
We automatically record the caller's query and offer custom, skill-based routing with intelligent overflows.
Collaboration with the back office is seamless thanks to the integration of MS Teams via the iAgent app: the service team can do an internal search for a suitable expert to deal with the customer query and view their availability in real time.
No programming knowledge required: Call Flow Designer is used to generate individual scenarios for customer telephone communication on a graphical user interface in order to pre-qualify incoming calls and optimise service processes, for example.
We automatically provide agents with telephone tickets as a template for dealing with callback requests.
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