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.
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.
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.
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.