Multi Channel Customer Communications

Highlights

• View and manage all your Customer emails, SMS, WhatsApp & voice conversations in a single window.
• Effective for customer sales, support processes involving multiple agents/associates & large teams.
• End to end Customer communications/ticket Management.
• Smart queuing rules & algorithms,
  Intelligent Auto Markers on messages received/ sent.
• vConnect CRM automates various activities like “Ticket/ Case creation”, Auto assignment to agents.
• Productivity Dashboards & Reports.

Feature Details

• Incoming/ Outgoing communications from different sources (Exchange, Gmail, SMS, WhatsApp) can be configured to receive/ send messages in a Process Queue.
• Supports multiple mail ids (as queue’s) to configure in a given process (eg. broadband@mobileTel.com/ prepaid@mobiletel.com/ order@bookseller.com.)
• Generates “Ticket #” for each message of respective process.
• Intelligent Inbox Engine with customizable rules to:
  • Auto Identify high Priority messages, Category/Disposition & Customer Type (Corporate/ Agent/ Individual..) of incoming message and can intelligently suggest-assign- to agent.
  • Queue Mgrs. & Agents can track their mails/tickets and assign/ reply on same within defined SLA.
  • Auto Escalations/ Reminders: System can be configured to send reminder/ escalation mails to concerned persons for any missed SLA.
  • Identify & Prioritize emails/ messages based on content (Order/Escalation/etc).
• Dashboard (SLA, TAT, AHT, much more…).
• MIS reports – Outstanding report, Escalations, Agent Productivity, Sender Profile report etc.

Now FutureSoft CRM Solution can integrate with multiple channels