RETAIL CONTACT CENTER SOFTWARE FOR CUSTOMER RELATIONSHIP MANAGEMENT

Personalize your customers' digital experience

Deliver a superior omnichannel customer experience

“Customers are more experienced and better informed than they used to be” – that’s what 76% of customer service professionals think, according to Hubspot.
Considered today as “omniconsumers”, customers are accustomed to using several communication channels, at every stage of their customer journey.

An omnichannel customer experience combines the simultaneous use of different channels. Respond to your customers’ requests by being available and responsive on all communication channels: telephone, email, SMS, WhatsApp, etc.

With the implementation of an omnichannel strategy, you’ll be able to personalize the customer experience and relationship according to the different behaviors of your customers.

Manage your customer relations from a single interface!

To deliver a high-quality customer experience, manage all your customer conversations within a single interface with our digiCONTACTS call center solution:

Incoming calls: intelligent routing of each call to the most appropriate agent.
Outgoing calls: boost your agents’ productivity with predictive dialing.
Emails: unclog your customer service department, automate your processing.
SMS: reduce call volume and converse easily with your customers.
WhatsApp: offer your customers the choice of instant messaging.

Personalize your customers' journeys and enhance their experience

Quickly identify incoming calls by redirecting them to the most qualified agents to answer their queries. Automate the distribution of calls to your employees according to established rules: availability, skills, languages, etc.

With our call center solution, you can manage call routing, queuing, deterrence and overflow during peak periods.

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Interfaces with numerous CRM systems

Monitor your performance across all channels in real time

From a dashboard, analyze your team’s performance: monitor incoming and outgoing calls, call waiting, missed call rate, number of sms received / processed, etc.

The general supervision interface lets you monitor your telephone activity and your agents’ productivity in real time.

At any time, the supervisor can interact with agents during a call, advising, assisting or even participating in the conversation.

Analyze your contact center results

The supervisor can access, from the statistics control panel, complete and detailed reports on all contact center activities (calls made and received, etc.) by filtering according to several criteria, for example: by time slot (days, weeks or years), by agent, by groups of agents on the same queue, etc.

The supervisor can also access statistics specific to each agent.

The agent performance report lets you see (by time, day, month, etc.) the volume of calls handled, their duration, unanswered calls, and the waiting time for the customer until the agent picks up the call.

Detailed reports can be exported in excel or pdf format.