Customers today expect flexible communication options, whether by phone, email, social media, live chat or text message.
Omnichannel support meets these needs, while also accommodating generational preferences. Baby boomers tend to favor voice calls, while it’s safe to say that Gen Z prefers webchat and social media. In a competitive market, providing superior customer experiences through omnichannel support gives businesses a crucial edge1 in attracting and retaining customers.2
Whether your customers are sitting in traffic, a quiet room or a busy factory - they want options for reaching an agent. Allow them to engage with your service desk on their own time and their preferred voice, email or webchat channel, while Voca CIC guides your agents to a consistent customer experience.
Contact center agents and supervisors using AudioCodes’ Voca Conversational Interaction Center (CIC) can now multitask between voice and digital interactions in a one-screen experience for equal treatment of voice and digital interactions. This allows agents and supervisors flexibility to manage their availability and serve customers across multiple digital channels based on changing demand or agent skills.
Agents need the efficiency of interacting with customers from a single screen. Agents can access live CRM information during calls and multitask on digital interactions between email and webchat without switching between apps.
A custom live webchat widget on your website gives customers the positive experience of engaging with a live agent, the ability to respond with emojis and attach files all while being accessible on desktop and mobile.
Unlike a call, agents can handle multiple digital interactions simultaneously. Agents can toggle between ‘Ready’ and ‘Not Ready’ status for each interaction channel independently, allowing them to manage multiple interactions across channels, while controlling how many interactions they handle at once.
Customers may reach out to your contact center through email and webchat. All incoming emails and webchats are intelligently routed to the relevant email queue, with last agent settings and overflow controls set so every interaction is handled.
Receive instant alerts in the Worker app or desktop when customers initiate new messages via email or webchat, ensuring prompt responses and equal treatment of voice and digital interactions. Agents can easily answer or decline an interaction in the notification.
Give customers the comfort of working with a familiar agent. Ongoing emails and webchats route to the last agent to handle the customer interaction, helping to reduce handling time. If the last agent is unavailable, the interaction will forward to the next available agent.
Help your agents never lose context of an interaction. Queue groups organizes every email and webchat interaction into the correct queue, so agents know when they are handling an interaction for a refund, order tracking or any queue you create.
Some customer interactions need to be escalated. Agents can one-click notify supervisors about specific digital interactions requiring special attention.
Supervisors now have better control over monitoring agents, opting agents in or out of queues and gaining real-time insights into agent activities across all channels from a single screen.
Need to have a review of a customer interaction? Agents and supervisors can quickly retrieve past interactions, including email and webchat transcripts, call details and shared files, helping agents and supervisors to better understand customer needs and improve service quality.
Save your agents from typing out a response to repetitive customer requests. Agents can use pre-defined templates for email and webchat replies, customizable to suit specific conversations.
Supervisors and Contact Center Managers have a single pane of glass to monitor essential statistics (pending, handled, abandoned interactions, average waiting and answering times) for each communication channel in real-time, all on a single screen.
Access comprehensive historical reports on agent and queue activity for email and webchat, providing administrators and supervisors with detailed insights into every interaction initiated and received by agents.
Take Voca CIC for a test drive and enjoy a 30-day free trial. Build a conversational contact center flow with omnichannel in a few minutes.
[1] https://cxtrends.zendesk.com
[2] https://www.hubtype.com/blog/omnichannel-customer-support
