Text Messaging
Software for better customer engagements - Anywhere, Anytime
Enable Texting for Your Existing Landline Numbers
And Message-Enable Your Entire Business
Customers want to communicate using messaging. . We make it easy to make your business accessible via texting– use your existing local and 800 numbers (or get new SMS numbers), no hardware or software is needed. Sign up, login and text!
How texting to business works
Now Your Customers Can Text You
Make Your Business and Customers More Productive
No more dial, ring, wait for answer and please hold! Customers can just send a message. And you can text right back.
Manage Conversations from Integrated Dashboard
You Can Message From Any Desktop Or Tablet From Anywhere
Get popup notification of new text and just type to reply. Have multiple parallel conversations, use productivity tools like shortcuts and send documents. Use your existing business number to send and receive messages, your personal mobile phone is not used.
Not At Desk- No Problem, Use Spark Mobile Apps
Separate Business from Personal Texting
Enable integration with Cisco Spark Messaging and use the Spark iPhone and Andriod apps to receive and send business related messages.
Go with the Stats. Go Text Messaging
Quickly respond to Customer Queries
Get a popup, select canned response, customer service done!
Minimize repeated typing – use shortcuts, knowledgebase and saved documents
- Distribute work across the team
- Save responses to frequent queries
- Send documents and how-to-videos
Send Text Notifications (& Handle Replies)
Send text notifications; add handle replies to all your promotions
Schedule text notifications to transmit at set date/time and respond to customer replies in real-time.
Increase Sales with Bulk Messaging
Push personalized to the right prospects at the right time
Segment customers using filters and start a sales campaign by sending offers/specials and attached flyers. 98% of consumers view and open text messages.
Get Competitive Advantage with Conversational Texting
For both your business and customers, it is faster and more convenient to text. With conversational messaging customer get answers instantly and you can connect and get response faster. Agent can handle multiple chat conversations
Less than 10% of emails are opened, while 98% of text messages are read. Where would you rather be?
Give Mobile visitors Click to Text Button
Website visitors can click to start a text conversation
Make it easy for consumers to connect with a click-to-text button on your website.
TEXTING BENEFITS FOR BUSINESS
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Access More Customers
Consumers prefer texting to calling. Access more customers by letting them text your existing numbers
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Be More Productive
Texting is more efficient and less time consuming. Integrate messaging in your business processes
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Capture Business Communications
Move business communications away from personal devices. Capture and save all transactions
TEXTING BENEFITS FOR CUSTOMER
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Give them their time back
Consumers can quickly ask and resolve issues. Messages at their convenience
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Its Their Channel of Choice
85% of consumers text daily Let them use their preferred channel of communication
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No Apps Required
Everyone can text from their mobile phones. No download required
Web & Offsite Chat
Software for better customer engagements - Anywhere, Anytime
Chat with your Online Visitors
Customers Spend More Money If You Chat With Them
Online visitors are looking to purchase or get service. Step in with proactive chat to help close the deal or give them fast customer service.
Copy, Paste to Setup in minutes
Its easy to setup web-chatting for your website
Select your chat customization, copy the installation code and then paste it into your web site. That is all you need to do!v
COPY YOUR CODE
PASTE INTO YOUR SITE
START CHATTING WITH CUSTOMERS
Handle Multiple Concurrent Conversations
Manage multiple conversations from any messaging channel
Segment visitors into prospects, customers and visitors. See who has requested chat and those that are in the chat session. Monitor page views and use triggers to push messages to visitors.
Customize the UI
Make it fit your website colors and themes
Customize the buttons, select color themes for dark or light backgrounds, let visitors know when you are available.
Engage beyond the website
eServeCloud lets customers chat when not on your website. Start chat from any media where the customer sees your brand – including emails, online ads, social platforms etc. Customers just click to chat For mobile devices you can embed the Click-to-Text button.
Embed Chat button in all your communications
Expand your availability by letting your customers launch chat from anywhere, their email, on-line ads and social media. Embed a link in a button and publish it
You can start (Outbound) Chat too!
Start a Chat with Customers even if they are not online.
Consumers prefer real-time texting to email and calls. Send them an invitation to click and chat.
ANYCHAT BENEFITS FOR BUSINESS
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Expand beyond your website
Bring the ease of one-click chat to your customer from everywhere
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Access from All Media
Engage across all touchpoints, generate new leads, increase sales
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Instant Chat for Customers
Deflect calls to chat Reduce costs
Website Visitors Spend More Money If You Chat With Them
Online shoppers need help in closing a purchase. Offer to help and close the deal
Increase value of Order
Automatically offer contextual information and upsell opportunities to increase the dollar value of the sale
Reduce Cart Abandon Rate
Send targeted messages based on online behavior and automatically reach out to help customer make a purchase
Personalize The Engagement
Be like a salesperson in a highend store, add the personal touch with greetings, know the customer history and become an online salesperson
Engage with Proactive Messages
Use Custom Rules to push messages to prospects
Reach out to customers, offer them content and help to complete purchase. Increase conversation rates and order values by chatting with them.
Talk to your Online Customers
Never miss a customer
Connect with your online prospects based on their to your buisness
Start Chatting.
Get inputs even if you are not there
Never miss a customer
Use the business hours setting and allow your customers to leave messages, ask questions for you to follow up the next day.
Customers want to chat with you
Request A DemoCHATTING BENEFITS FOR BUSINESS
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Increase Sales, Improve Service
Chat helps cart abandonment increase average amounts
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Maximize Agent Productivity
Multi-task with multiple customers, Send info in real-time
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Reduce Business Costs
Lower cost per interaction. Deflect from calls/email
CHATTING BENEFITS FOR CUSTOMER
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End Customer Frustration
Bring the ease of one-click chat to your customer from everywhere
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Pro-active Help
Engage customers stuck on website. Get targeted messages
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Service When I Want It
Service immediately available instant access without hold times
Enterprise Features
Software for better customer engagements - Anywhere, Anytime
Message exchange is a conversation Mesaging platform for Enterprises, with support for:
Supporting multiple locations, teams, unlimited users
To be more effective when connected to customer
With transfer/conferencing, group texting and presence to work together
Using queuing and routing rules, customer conversations are managed as in contact centers
To handle large volumes of message transactions – inbound and outbound
Providing tools to track and measure individual and team performance
All interactions are captured, rated and saved with each customer. Data is encrypted and access is controlled
Integrations, Open APIs and configurability to adapt it for your needs
Increase Conversation Productivity with Business Features
Software designed to help make your messaging communication more productive
- Customer Information
- Escalate with voice calling
- Delivery Confirmation
- Shortcuts, emojis
- Send Photos, and Documents
- Enterprise Messaging Features
- Expand to full window
- Add multiple parties into the chat
- Transfer to another colleague
Productivity Tools For Business Users
Make your message conversation more productive using these integrated tools
Shortcuts
Save frequently used phrases and sentences for reuse. Select shortcut to send the text
Emojis
Personalize the conversations by sending emojis to the customers
Delivery Confirmation
Know if your message was successfully delivered. Use other channels upon failure
Desktop Notification
Popup desktop notifications with beeps let you know when you have messages waiting
Multiple Concurrent Chats
Each business user can have multiple concurrent chat sessions active
Add Notes & Disposition
Tag text conversations with custom disposition codes. Reports and real-time views let you track these in detail
Send from Document Library
Upload frequently used documents, videos and images to send with a click
Click to Message, Call
Click on number to start text conversation. Start a parallel voice call or an AnyChat session
Work from Anywhere
Use Mobile Apps when not at desktop. Get new message notifications and respond, view conversation histories
Collaboration With Team Members
Business have teams of users; advanced messaging features enable team collaboration
Conference Multiple Parties
Bring additional parties into the text conversation to get assistance from team
Transfer to Colleagues
When another colleague has the right skills, transfer the conversation to them
Directory and Presence
Internal directory and team window display enterprise resources with click to call/chat access
Features for Managers / Supervisors
Managers need actionable KPIs and conversation visibility
Setup Custom Routing
Use graphical tools to customize the experience for a new conversation; route to best skilled agent
ACD-Like Conversation Handling
Messages are treated as conversation sessions and queued, routed, transferred/conference and managed as in a contact center
Monitor Agent Performance
Know the agent performances by viewing current conversations, details of all activities performed and conversations handling statistics
Real-Time KPIs with Alerts
View the number of waiting customers, averages of performance statistics all in real-time. Get visual alerts and automatic notifications when issues arise
Modern Message Coaching
Monitor conversations, advice in real-time or take over conversations as needed. Use these tools to improve agent performance and faster on-boarding of new talent
Historical Reports
Understand key metrics and historical performance using built-in reports. Use filters and specify date ranges to get the desired performance data
Send Files, Photos & Videos
Instantly send over brochures, invoices and photos
Close more sales, serve more effective by sending documents and videos to your customers. All materials are stored in the cloud
Text & Call at the same time
While on Chat, click to start a voice call
Sometimes you need to talk, click on the call button and immediately start a concurrent voice call to the customer. Now you have both voice call and can send/request information over the text channel
Connect Incoming Conversations to Best Agent
Business specifies rules for which agent should get the customer conversation
EXISITNG CONVERSATION
Send messages to the business user that is in this conversation
CUSTOMER INTENT
Determine what the customer wants using Interactive Message Response
SEND TO ASSIGNED AGENT OR TEAM
Route to available agent or team that has worked with this customer before
SKILL-BASED ROUTING
Administrators can route messages to users based on the skills required
AUTOMATED RESPONSE
Configure keywords and text responses for automated query handling
Messaging for Customer Service, Marketing & Sales
Customer Service
- Have Text Conversations
- Send Notifications
- Send documents/photos
- Create ticket/case
- Move callers to text
Inbound Marketing
- Text from Adwords
- Add Text Me Buttons
- Chat from any Media
- Automatically Create Leads
- Broadcast Event Notifications
Accelerate Sales
- Chat with Prospects
- Leave Text Messages
- Embed Chat button
- Send documents/video
- Web-form to call
PRODUCTIVITY THROUGH MESSAGING
Complete 2-Way Digital Messaging Solution for Business
Consumers Can Message A Business From Where Ever They Are On Web Sites, Mobile Phones Or Messaging Apps And Business Of All Sizes Can Serve Them and Also Reach Out to Customers. All You need Is To Sign-On To The Message Exchange Cloud. It Works With All Your Existing Systems, No New Hardware Is Needed, No Software To Download.
eServeCloud Customer Relations Management
Cloud Customer Relations Management
Customer Contact
Maintain detailed customer information, automatically create records for new messages or web visitors
Account Management
Associate customers with their organizations and maintain organizational account details
Internal Directory
Import information about your employees to allow for quick click to call and message
Activity Capture & Timeline
Save all customer related activities with the their record and provide the transaction history for the current conversation
Integrated Calling & Messaging
Click to call and message customers with the integrated messaging and calling services
Data Synchronization
Import contact and customer data. Use the open APIs to automatically synchronize with external systems
BENEFITS FOR ENTERPRISE
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Increase Sales, Improve Service
Chat helps cart abandonment, Increase average amounts
-
Maximize Agent Productivity
Multi-task with multiple customers, Send info in real-time
-
Reduce Business Costs
Lower cost per interaction, Deflect from calls/email
BENEFITS FOR ENTERPRISE USERS
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End Customer Frustration
Bring the ease of one-click chat to your customer from everywhere
-
Pro-active Help
Engage customers stuck on website, Get targeted messages
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Service When I Want It
Service immediately available instant access without hold times
Routing & Bots
Message Routing Features
Messages are handled as conversations. And conversations are connected to the best agent/user
Interactive Message Response
Get inputs from the customer and send them automated responses
Automated Message Distribution
Handle messages as conversations and route to best agent and queue when busy;
Business Hours & Holiday
Provide customers with automated responses and leave message options during off-hours
Skill-Based Routing
Select agent based on their skills and performance. Administrators can update rules to match business needs at any time
Agent Presence
Agent presence is used to route only to available agents. Agents can set their availability status
Leave Message
During off hours or busy period, customers can leave messages for agents or teams
Message Queuing
New conversations are queued when agents are busy. When agents become available, customers are automatically routed to them
Omni-Channel Handling
Apply routing and queuing to all the messaging channels – text, web-chat, Anychat and more
Multiple Routing Flows
Administrators can setup as many rules as needed for their business. No IT assistance is required
Tools for Managers/Administrators
No IT Needed, Simply Graphical Interface for Customizing Solution for Business Needs
Use graphical tools to customize the experience for a new conversation; route to best skilled agent
Set up keywords and the auto-response text. Send during off-hours only or anytime
Collect customer information and ask for their need and route agents accordingly
Add users and setup teams. Move resources as needed based on traffic flows
Push out messages to web visitors, present popup chat windows. Configure these rules from graphical designer
Monitor your message center performance, provide coaching and take actions as needed
Automated Response to Keywords
Setup system to monitor and respond to keywords
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KEYWORDS AND PHRASES
Setup the keywords for the system to monitor during the initial interaction
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CREATE RESPONSE TEXT
Send response text for the keywords
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HAVE DIFFERENT HANDLING FOR OFF-HOURS, NUMBERS ETC
Customize responses for differing needs – off-business hours, for specific numbers
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CAPTURE RESPONSES IN ACTIVITY HISTORY
Review automated transaction details in activity history
Get Customer Intent Using Automated Query
Ask customers their reason for messaging and route to right resource
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EXISITNG CONVERSATION
Send messages to the business user that is in this conversation
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CUSTOMER INTENT
Determine what the customer wants using Interactive Message Response
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SEND TO ASSIGNED AGENT OR TEAM
Route to available agent or team that has worked with this customer before
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SKILL-BASED ROUTING
Administrators can route messages to users based on the skills required
-
AUTOMATED RESPONSE
Configure keywords and text responses for automated query handling
Connect Incoming Conversations to Best Agent
Business specifies rules for which agent should get the customer conversation
Existing Conversations
Send messages to the business user that is in this conversation
Customer Intent
Determine what the customer wants using Interactive Message Response
Send to Assigned Agent or Team
Route to available agent or team that has worked with this customer before
Skill-Based Routing
Administrators can route messages to users based on the skills required
Automated Response
Configure keywords and text responses for automated query handling
BENEFITS FOR AGENTS
-
Increase Sales, Improve Service
Chat helps cart abandonment increase average amounts
-
Maximize Agent Productivity
Multi-task with multiple customers, Send info in real-time
-
Reduce Business Costs
Lower cost per interaction. Deflect from calls/email
BENEFITS FOR ENTERPRISE
-
End Customer Frustration
Bring the ease of one-click chat to your customer from everywhere
-
Pro-active Help
Engage customers stuck on website. Get targeted messages
-
Service When I Want It
Service immediately available instant access without hold times
Mobility & Collaboration
MOBILITY
Continue to receive customer calls and messages on Spark Apps for IOS and Android. eServeCloud routes the conversations to available agents, regardless of location or device. All transaction are saved In the customer record
COLLABORATION
Get advice and inputs from team members to resolve customer issues or close sales.
eServeCloud Collaboration lets you conference team members in to the conversation, have parallel voice and call sessions and supervisors can listen or barge in.
Spark Collaboration: Bring in anyone in the organization into the customer conversation Spark space. You are now able to discuss via messaging, share files and whiteboard.
Engage with Customers from within Cisco Spark
A comprehensive Customer Engagement solution for Spark
Message Exchange leverages Cisco Spark media endpoints so you can receive customer calls on your Spark device, Exchange Chat & Text Messages and get alerts
Receive Customer Calls & Messages on your Spark Apps
Make Cisco Spark an eServeCloud endpoint. Receive your customer call on your Spark device. Receive and send text messages to your customers from Spark Spaces
Get Spark Alert Messages in Real-Time
Supervisors can get Spark alert and warning messages for the operating conditions of your team workflows
Notify Agents & Teams with Spark Messages
Select Agents or Teams and send Spark Notification Messages directly from within Message Exchange. Agents will receive the notifications on any of their Spark devices
Collaborate across the Enterprise using Spark
Invite Spark members to join in to the Customer Conversation and provide assistance. Spark Spaces with Invitees are created to allow internal consultations
Hassle free Spark Integration
Enable spark integration with simple click
Just click on integration and enter the spark credential to start texting and calling your Spark customers.
Message exchange is a conversation Mesaging platform for Enterprises, with support for:
Available for mobile phone and tablet form factors. Download from the App stores
New conversations create a space for agents view and enter replies. Interact on all of the supported text channels
Agents can view received files and send files from their mobile devices
Agents can handle customer calls from their Spark App
Spark provides inbound call and message notifications to alert the user of new communications
Send notification text messages to your customers from the Spark Apps
Search by name or number for customer contact information
Update your presence status from mobile devices. This flow controls routing of conversation to agents
Enter customer notes during calls and text conversation
Collaboration Features
Let Them Easily Chat With A Click
Transfer and Conference
Add a prompt in your IVR to give callers option to Text instead of waiting in queue. Lower call volume and reduce costs
Add Spark Users to collaborate
Add and remove users into the Spark space as needed. Share messages and contents
Click to Text from Emails
Instead of calling your customers can click to chat with directly from your email
Online Publications, Blogs, Brochures, Docs
Provide Click to Message button and get many more callbacks
Make all your Notifications 2-Way
Allow your customers to click to respond, help them and be rewarded. No more dead end notification
Text from Google Ads
Increase clicks by adding text option; consumers prefer chatting to calls
Message from Company Apps
One button/one link to add messaging from your business apps. Start conversing with your App users
Message from Facebook
Be text accessible to your facebook customers. Get posts and chats
Links in Social Media
Make your social media posts bi-directional; let your viewers chat back or leave private messages
Monitor & Provide coaching from Spark
Send Spark messages of encouragements and guidance while monitoring calls in the supervisory dashboard
Collaborate for Greater Work Productivity
COLLABORATION BENEFITS FOR AGENTS
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Increase Sales, Improve Service
Chat helps cart abandonment increase average amounts
-
Maximize Agent Productivity
Multi-task with multiple customers, Send info in real-time
-
Reduce Business Costs
Lower cost per interaction. Deflect from calls/email
COLLABORAITON BENEFITS FOR ENTERPRISE
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End Customer Frustration
Bring the ease of one-click chat to your customer from everywhere
-
Pro-active Help
Engage customers stuck on website. Get targeted messages
-
Service When I Want It
Service immediately available instant access without hold times
Live Supervisor
Modern Mesage Coaching
Coaching is a crucial component of improving team performance and customer satisfaction
Use the real-time views of work in progress, view to text conversations and jump in to coach the reps. You have the all the conversations and data to coach all members and create an effective A-team
Multiple ways to Engage & Coach
Coach your Team from Anywhere
- Provide the same level of coaching from a different office or around the globe as you would if you were sitting next to the agent
- Onboard new agents and develop your existing team skills
- Supervisor dashboard gives you the visibility to monitor and tools to take action
Improve Onboarding & Performance
Effective coaching improves onboarding times, brings new hires up to speed quicker and improves customer communications
Customers win, agent get better, team performance becomes optimal.
Get on the Bus, Start Coaching
COACHING BENEFITS FOR TEAMS
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Increase Sales, Improve Service
Chat helps cart abandonment increase average amounts
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Maximize Agent Productivity
Multi-task with multiple customers, Send info in real-time
-
Reduce Business Costs
Lower cost per interaction. Deflect from calls/email
COACHING BENEFITS FOR ENTERPRISE
-
End Customer Frustration
Bring the ease of one-click chat to your customer from everywhere
-
Pro-active Help
Engage customers stuck on website. Get targeted messages
-
Service When I Want It
Service immediately available instant access without hold times
Contact Management
Message Exchange Includes Contact Management Applications
For use as Stand-Alone Customer Management Solution or with Integration options to work with your CRM
Maintain detailed customer information, automatically create records for new messages or web visitors
Associate customers with their organizations and maintain organizational account details
With transfer/conferencing, group texting and presence to work together
Showing personal statistics and voice and text messages portal
Chrome extension to let you communicate from within other web apps
Maintain organizational information in searchable repository
Manage and distribute leads, call/text and capture all customer transacitons
Create and manage customer tickets, allocate to team members and track resolution
Contact Management Features
Customer Relations Management with Integrated Communication Services (Texting and Calling)
Maintain Contact Information
Automatically create contacts from calls/text and web-chats. Agents can update information as needed
Get Screen Pops
Know customer details with every the call or text. Agents can review customer activity history and add notes
Click to Call, Text
Click on contact numbers to make calls or to send text
Capture Activity History
Voice call recordings, transaction of message conversation and related notes are automatically saved with the contact record
Enter conversation notes
Agent can take and review past engagement notes
Search on multiple fields
Searches across multiple fields looking for match with the search string – numbers, names, accounts etc
Presence and Team View
With Team presence information, agents can transfer/conference the calls or messages to get assistance and collaborate as needed
Set Account Owner
Associate an account or customer with an agent or team to have consistent business communication between agent and customer
Import Contact Data
Use import tools to merge data from any external source
Get 360 View of prospect
Personalize Every Call With Enhanced Contextual Information
Get automatic popup of contact information before each call. And view your prospect details -- conversations, deals, all interactions with the prospect, account notes entered by reps and the schedule of actions
Complete Message & Call Recording
All conversations with your customers are recorded and captured automatically in the customer record. You can preview calling history and past interaction prior to call a lead
Agent Personal Dashboard
View your call and message statistics in dashboard. Access transaction history and the voice and text messages
BENEFITS FOR ENTERPRISE
-
Increase Sales, Improve Service
Chat helps cart abandonment increase average amounts
-
Maximize Agent Productivity
Multi-task with multiple customers, Send info in real-time
-
Reduce Business Costs
Lower cost per interaction. Deflect from calls/email
BENEFITS FOR CUSTOMERS
-
End Customer Frustration
Bring the ease of one-click chat to your customer from everywhere
-
Pro-active Help
Engage customers stuck on website. Get targeted messages
-
Service When I Want It
Service immediately available instant access without hold times
Integrations
Software for better customer engagements - Anywhere, Anytime
Seamlessly Integrated Messaging Solution for Your Enterprise
Work within your apps, extend messaging to where your customers are
EXTEND CUSTOMER ACCESS
WORK WITHIN YOUR APPS
INTEGRATE NATIVELY WITH YOUR CRM
CUSTOMER ENGAGEMENTS IN CISCO SPARK
EMBED CLICK-TO-TEXT IN GOOGLE ADS
CUSTOMIZE WITH OPEN APIs
Bring your Customers in, Where ever they are
Let Them Easily Chat With A Click
Switch from Calls to Texting
Add a prompt in your IVR to give callers option to Text instead of waiting in queue. Lower call volume and reduce costs
Chat from Websites & landing pages
Present chat buttons and popup messages for visitors to get assistance via messaging
Click to text from Emails
Instead of calling your customers can click to chat with directly from your email
Online Publications, Blogs, Brochures, Docs
Provide Click to Message button and get many more callbacks
Make all your notifications 2-Way
Allow your customers to click to respond, help them and be rewarded. No more dead end notification
Text from Google Ads
Increase clicks by adding text option; consumers prefer chatting to calls
Message from Company Apps
One button/one link to add messaging from your business apps. Start conversing with your App users
Message from Facebook
Be text accessible to your facebook customers. Get posts and chats
Links in Social Media
Make your social media posts bi-directional; let your viewers click to chat
Message Exchange Provides
- Tools to enable Chat Acess from Where your Customers are
- Cloud Services to Route & Connect to the Right Resources
- Management Functions to Monitor & Measure Operations
Meet the new eServeCloud Customer.Connect
eServeCloud Customer.Connect allows you to Send/Receive Messages & Lets you work within your Apps
eServeCloud Customer.Connect - Work within your Apps
Text & Call without leaving your Work Apps
Simple Call & Messaging Web App
Light weight, Easy to Use Web App. Starts instantly and lets you text, chat and call
Enables Click functions in your CRM - Call, Text, Notify
Get popup notifications of incoming calls and messages, click on your contact numbers to start a conversation
Work natively with your CRM (Coming Soon)
Supports major CRM packages
Embed Chat / Text option in all your Ads
Click-to-Call commerce” is worth more than $1 trillion today, with $6B spent paid search click-to-call advertisement 07/2015 BIA/Kelsey
Approximately 150M Calls/Month generated from Click-To-Call Ads; 20% are abandoned
Embed Click-To-Text in your Ads to get Higher Clicks & Zero Abandons
Get Integrated for Greater Work Productivity
INTERATION BENEFITS FOR ENTERPRISE
-
Increase Sales, Improve Service
Chat helps cart abandonment increase average amounts
-
Maximize Agent Productivity
Multi-task with multiple customers, Send info in real-time
-
Reduce Business Costs
Lower cost per interaction. Deflect from calls/email
INTEGRATION BENEFITS FOR CUSTOMERS
-
End Customer Frustration
Bring the ease of one-click chat to your customer from everywhere
-
Pro-active Help
Engage customers stuck on website. Get targeted messages
-
Service When I Want It
Service immediately available instant access without hold times
Analytics & Reports
Software for better customer engagements - Anywhere, Anytime
Drive Team Performance with Actionable Analytic Data
Maximize Performance With Real-Time Insights, Analytics And Reports. Get Alerts For Deviations
Engage with Data
Get your agents the customer history when they call, text or email
Perform with Insights
Review team and agent performance and know which workflows need improvement
Guide from Dashboards
Get real time insights on your entire operation and take needed actions
Track Key Metrics with Real-Time Dashboard
View live data for queue size, wait times, and service levels from a single screen
- Real-time data to give you operational statistics throughout the day
- How many conversations are waiting to be assigned
- Chat volumes and response times
Allocate resources to reduce wait times and increase customer satisfaction
Set Configurable Threshold Alerts & Notifications
Get visual indication of warning state and alarm conditions
Set up notifications to text you.
Run historical Reports on your Team Performance
Get historical operating data over selectable intervals and parameters
- Track message conversation volumes and agent productivity
- Use reports to understand trends and identify areas of improvement
Messaging Intelligence for All your Teams
Give your teams actionable insight to help them improve performance
Live Trend Reports display performance in half-hourly intervals
Feel The Power of Analytics
Give your teams and management actionable insight to help them improve performance
BENEFITS FOR ENTERPRISE
-
Increase Sales, Improve Service
Chat helps cart abandonment, Increase average amounts
-
Maximize Agent Productivity
Multi-task with multiple customers, Send info in real-time
-
Reduce Business Costs
Lower cost per interaction, Deflect from calls/email
BENEFITS FOR ENTERPRISE USERS
-
End Customer Frustration
Bring the ease of one-click chat to your customer from everywhere
-
Pro-active Help
Engage customers stuck on website, Get targeted messages
-
Service When I Want It
Service immediately available instant access without hold times