The voice still remains the preferred channel in the contact center when it comes to customer-agent interaction. Make every interaction count with CZ Omni whether it is an inbound or outbound call. Experience superior voice quality, intelligent call routing and agent selection to improve CSAT rate considerably.
CZ Omni paired with CZ Chat is a proactive omnichannel solution that is easy to plug into websites and mobile apps. It also offers pre-chat forms to collect key information of the customers. CZ Chat has the capability to chat transfer, chat conference and even real-time monitoring.
WhatsApp integration ensures that your customer journey can start from WhatsApp and agent is able to interact from contact center the unified agent desktop. Enables enterprises to manage all their messaging with new customers more easily.
CZ Omni provides Email channel that can be integrated with mutiple inboxes. Alternatively, the email can be configured with the default CRM. This helps the contact center to reply faster and delight the customers with quick response time.
CZ Omni allows customers to interact with the agents over Videocall or Videochat. This is the next best alternative to a face to face (in-person) conversation.
The agent can have an engaging conversation as well as viewing the past interactions and creating a ticket from the unified agent desktop.
CZ Omni allows agents to respond to social media enquiries immediately from the unified agent desktop. When the customers start interacting on Facebook, Twitter, Instagram and other social media channels, the agent can reply to the post or do a Direct Message(DM). This ensures privacy of the interaction and quicker resolution.
CZ Omni allows seamless integration with CZ Helpdesk CRM or any third party CRM. The CRM integration ensures improved customer retention and effective communication. This solution helps the contact center to monitor all complaints and queries from different channels and makes sure none of them goes unnoticed and unattended.
Interestingly, CZ Omni has a lead module. So the Omnichannel can also be used for outbound calling and qualifying the leads. The best part is that the lead may reconnect with your brand and with sticky agent feature the lead gets connected with the same sales person.
CZ Omni platform allows SMS integration into their platform. This enables to send notifications or docket numbers to the customers for future reference. The SMS integration is very useful where internet penetration is very low and other channels are not working properly.
Customers interact with the contact center through digital and voice channels. Provides help for clients through advanced channels like WhatsApp, Telegram, text (SMS), social media, and even bots. Its lot better as your customer has all the flexibility that they wish for.
Intelligent routers connect the agents based on their skills, workloads and priority. Its an innovation contact centers use to assemble client requests through voice, digital, or social channels, and route it to the agent best fit to resolve the issue.
Contact center agents can view all the channels interactions and information like 360° view of customer journey, preferred channels, transcripts of the communication, ticket status, disposition - all from the unified agent desktop without toggling to other screens.
Call center agents can interact with customers through non real time channels like email, social media posts while attending any real time channels like voice, chats or social media Direct Messages. The same agent can interact over different channels, simultaneously.
Call center agents can interact with customers through non real time channels like email, social media posts while attending any real time channels like voice, chats or social media Direct Messages. The same agent can interact over different channels, simultaneously.
Agents gain insights from past customer interactions, as the same agent may not have interacted with the customer in the past. The agent identifies the likely reason the customer is reaching out and provides a quicker response. Thereby exceeding the customer experience.
Interactions from multiple channels and customer journeys are combined under a single timeline and single snapshot. With a single customer view, CZ Omni enables organizations to understand and interact with customers in the most personalized and effective ways.
Interactions from multiple channels and customer journeys are combined under a single timeline and single snapshot. With a single customer view, CZ Omni enables organizations to understand and interact with customers in the most personalized and effective ways.
Customers get delighted being attended in their channel of preference, building brand loyalty and word-of-mouth referrals. These are the wow moments that we strive to create for your customers and then they share it with others.
Dashboard and reports provide insights about channel specific reports & also agent’s effectiveness, their utilization and also key performance indicators. Using visualization data like charts and graphs, a quick glance of the team's performance can be provided.
Get a single view of your customer’s conversational journey across multiple channels and preserve the context of related interactions. This enables the agent to quickly relate to customer concerns and reduce the customer effort in getting the resolution. Even the agent is different but the overall customer journey is known from a single view.
Omnichannel recognizes and informs the agents, the preferred channel of customers. It delights the customers when they feel, they are being attended on their preferred medium.
From the interaction timeline the agent can view the detail of previous interaction, be it call recordings, call dispositions, chat or social transcriptions and previous ticket status.
Get a detailed overview of which channel is performing the best, which channels are more utilised. Based on such insights allocate the resources accordingly. And that's not all, this information is very useful for marketing and other departments becasue you know what your customers prefer.
CZ-Omni provides detailed reports on agent utilization across channels. This provide a detail analytics on time spent by agent on the various channels and can help in planning of allocation of resources.
Supervisors can make an informed decision as he is equipped with real time data. Supervisors can view real time dashboard of all the channels, current activity in each channel, pending emails, social posts and many more.
