Contact center infrastructure deployment and operation typically requires highly skilled CTI engineers. When faced with sudden dynamic changes, the contact center operators typically escalate the issue with a predetermined process. This process results in long cycle times, higher operational costs and dissatisfied customers.
Contact center operations face dynamic challenges such as inbound call spikes, emergency closures and other unplanned incidents. Pointel’s Dynamic Contact Center Manager (DCCM) empowers contact center operation teams to rapidly and safely respond to such challenges. Operators can easily change parameters such as routing, load distribution, agent queues, and skills to meet the Service Level Agreement (SLA) objectives and optimize the customer experience.
UserGuiding - UserGuiding - Better User Onboarding Without Coding
Genesys PureEngage - The Genesys PureEngage platform drives customer experience success across your enterprise and digital transformation at scale, whether they're on-premises or in the cloud. Learn more at Genesys.com now.
Appcues - Improve user onboarding, feature activation & more — no code required! Stop waiting on dev and start increasing customer engagement today. Try it for free.
Aircall - Aircall is a call center software of a new generation designed for fast growing companies. Setup instantly and integrates to your CRMs
Nickelled - Create tutorials and walkthroughs to onboard, engage and train your users.
Genesys - Genesys provides omnichannel customer experience and contact center solutions in the cloud and on-premises.