Novomind iAGENT
Multiple Touch Points.
One Solution.
Novomind iAGENT functions as an omnichannel customer support software in Singapore just within a single platform, enabling you to communicate with customers via emails, calls, live chat, WhatsApp, WeChat, FB Messenger, Telegram or LINE, including smart chatbots.
Route all enquiries to the right agents automatically using powerful NLP and text recognition for multiple languages and connect customer profiles to your existing CRM software.
Analyze a full history of your customers’ interactions with your company across all channels, empower your agents by giving them access to the customer journey, and in this way, increase employee and customer satisfaction at the same time.
Features of novomind iAGENT:
Central Omnichannel Routing
Depending on a number of factors, such as the topic, region, or competence, queries are assigned to the appropriate expert team. Data from linked third-party systems (such as CRM software, ERP, etc.) may also be used to manage routing decisions.
Automated Replies
Frequently asked queries now have automated responses utilizing predefined text templates. The agent is now free to handle more complicated issues while managing the omnichannel messaging platform.
A Unified Desktop
Using iAGENT Desk’s user-friendly single interface, contact center employees may handle all client inquiries from all channels and not just from a single chat platform.
Approval Workflow
Dual-control makes it simpler to educate new employees in customer care. This is less stressful and saves time and money in the long run.
Intelligent Query Identification
All channels employ AI-based or semantic text analysis to accurately determine the subject of client inquiries.
24/7 Service
Our chatbot uses the knowledge base to respond to customer questions 24/7 across all digital channels, including the chat platform, social media, email, and more.
Components of novomind iAGENT:
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Novomind iAGENT is a powerful omnichannel customer service software in Singapore that can be used by medium-sized companies to MNCs in a variety of scenarios to streamline and enhance customer interactions.
The omnichannel crm software creates an intuitive working environment for contact center agents by consolidating all incoming communication channels, including live chats and messaging platforms, onto a single interface – novomind iAGENT Desk.
Interactive Use Cases:
Watch how novomind iAGENT can be used in different scenarios
Video shows how a Collection department uses different channels (call, SMS, WhatsApp) to engage with customers.
Interactions from all channels are available on a single platform – iAGENT – allowing a seamless transition between channels.
Video shows how influencers and marketing companies can use iAGENT to manage their leads coming from different social media channels.
Video shows how comments on Facebook are handled by iAGENT.
The comments can be grouped into various categories, which in this case, are compliments and complaints.
