AGENT EXPERIENCE
Great managers understand - for their staff to be successful, they need the right tools.
PRE-AUTHENTICATE
CARES identifies the customers while they wait in queue. Pre-Authenticating the caller saves the agent time by collecting information on the customer and prepopulating it to the agent.
SCREEN POP
CARES identifies the customers while they wait in queue. Pre-Authenticating the caller saves the agent time by collecting information on the customer and prepopulating it to the agent.
INTELLIGENT CALL ROUTING
Positions agents for success by automatically directing calls based on agent's skill set. Captures critical information to evaluate the customer’s true need and matches them to best available agent.
CALL SCRIPTING
Hyperlinks to key information expedite search and delivery of product messaging, enabling confident answers even from part-time and overflow agents.
REAL-TIME DATA
Enables agents to monitor the live call center statistics and information. Agents can make "common sense" decisions that won't negatively impact your customer's service experience.
PREVIEW DIALER
PREDICTIVE DIALER
Allows Call blending, so agents can work assigned campaigns while also handling inbound calls, keeping them productive and satisfied.
PRERECORDED GREETING
CARES FLEX DESKTOP
Same intuitive desktop allows agents to deliver the CARES superior experience using any phone device.
REAL-TIME DATA
Enables agents to monitor the live call center statistics and information from home, just like being in the centralized contact center. Real-time data allows remote workers to make "common sense" decisions that won't negatively impact your customer's service experience.
REAL-TIME AGENT STATUS
Displays each agent’s status to the entire team. Real-time agent status allows remote workers to make "common sense" decisions that won't negatively impact your customer's service experience.
BANNER MESSAGE
Supervisors can give a virtual tap on the shoulder to remote staff reminding of break time, events that are going to drive call volume, as well as statistics and performance reminders.
Remote Agent Coaching Tools
Optimize quality assurance, onboarding and training contact center agent. Coach agents and increase the overall performance of the contact center.
