Multi Channel Customer Communications (CRM)
FutureSoft's vConnect for Customer Relationship Management facilitates businesses to manage interactions with current and future customers on Email, WhatsApp, Voice.
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. - 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
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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
Email
SMS
Voice
WhatsApp
Chatbot
Telegram
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