AGENT EXPERIENCE

Great managers understand - for their staff to be successful, they need the right tools.

INBOUND COMMUNICATION

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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.

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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.

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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.

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CALL SCRIPTING

Hyperlinks to key information expedite search and delivery of product messaging, enabling confident answers even from part-time and overflow agents.

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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.

OUTBOUND COMMUNICATION

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PREVIEW DIALER

PREVIEW DIALER Outbound agents review customer records prior to reaching out to customer. Agent clicks a button to dial. Helps with agent efficiency and accountability of time.

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PREDICTIVE DIALER

Allows Call blending, so agents can work assigned campaigns while also handling inbound calls, keeping them productive and satisfied.

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PRERECORDED GREETING

PRERECORDED GREETING Lets an agent record a message that plays automatically to callers when they're connected. Saves the agent time and gives an opportunity to prepare for the call..