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Published on May 27, 2016
Most of the existing contact Centre solutions available in the market empower service providers to identify customers and view their customers from only the CRM angle. The Customer service representatives have to toggle to other business systems. The unified agent desktop solutions never provide the necessary customer context and insight. In the process, they fall short of the end customers’ expectations. The challenge and essence is to look holistically at each individual and his/her transactions and interactions with the business from various data sources.
enliven CEM effectively addresses this problem by providing the Omni Channel customer 360°. The complete profile of the customer with contextual analytics like issue anticipation and applicable Next Best Actions as well as Recommendations powers the customer engagement process at the contact center.
Our Omni channel 360 driven customer engagement process at contact center makes it a profit center not only optimizing critical business parameters like AHT and FTR but also relevant recommendations and Cross Sell/Up Sell.
Seamless Integration with Direct Customer Channels like CTI, Chat, Email & Social Media Single Click Customer communication using Mobile Push Notification, SMS, Email or to Social Media Real time integration with Click Stream to construct customer immediate context from self-service channels Delivery of NBAs
Issue Anticipation Intuitive Customer Context indicators Relevant Next Best Actions Issue driven Decision Trees and SOPs