Interfaces, connectivity and AI
Good agents are few and far between. They should be able to give their full attention to the customer when doing important work, and contact centre work is becoming increasingly important for a successful customer journey.
This also puts strain on agents. Inaccurate information, long response times and a lack of know-how are the biggest pain points among employees in contact centres around the world. Having all the information about a customer on one screen? That often remains a pipe dream.
Companies are therefore intensifying their search for solutions which span all channels. In addition to interfaces for individual connection to the in-house CRM system, this also includes integrated AI. This, in the form of chatbots for example, takes some of the workload off agents and helps to analyse the new and improved customer experience.
novomind iAGENT provides central coverage for all your contact centre communication, across all channels and locations, and distributes it to agents. Automated suggested responses and uniform boilerplate text significantly reduce average processing times (AHT).
Thanks to skill-based routing, tickets are routed directly to specially trained teams. Central reporting spanning all channels makes it easier to precisely evaluate the work performed on specific channels. With extensive interfaces which are publicly documented (Public API/REST API), programme extensions can also be developed by third-party providers, integrated into the system and updated at runtime.
The central omnichannel platform novomind iAGENT brings all digital touchpoints together, gains important customer insights and maps the entire customer journey with uniform, comprehensive contact history. Getting hold of your contact centre will be as easy as getting in touch with a good friend.