CONTACT CENTER & OPERATIONS SERVICES

Connect with customers across all channels, without losing customer information.

01.KEY FEATURES

Omnichannel
- Aggregating all customer information from various sources.Integrate call, Livecall, email, sms, Facebook, Zalo, Viber, Livechat,…
360 customer view
- A center containing: Customer identification 360 views, Customized information fields, and Display call details.Integrate multi-channel engagement data.
Tickets
- Keep track of customer issues and note tickets on the pop-up monitor: 360 view, Activities Timeline, Track progress, Update Log, Merge, Link, SLA Multilevel, BPM, Macro, Template, Report
Campaigns
- Mass contact with business customer segment via various channels/methods:Integrate multiple channels (Email, SMS, ZNS, Viber....)

Contacts
- Manage customer's contact information.
- Contact 360, Interaction, Log activities, Multiple Assign Rule, Customer Interaction, Custom Field
Accounts
- Manage information of legal entities, business organizations.
- Account 360, Interaction, Log activities, Multiple Assign Rule, Customer Interaction,Custom Field
Appointments
- Manage user's task, meeting, appointment.Calendar management, scheduling appointments via call/chat.
Leads
- Manage information of potential clients.
- Contact 360, Interaction, Log activities, Multiple Assign Rule, Customer Interaction,Custom Field
Deals
- Archive sales activities.
- Deal 360, Interaction, Log activities, Multiple Assign Rule, Customer Interaction,Custom Field

03.MORE FEATUES

QC Call
- Evaluate and classify the quality of the Agent's performance by standards criteria and score tables.
- Filter data calls and job execution.
- Report statistics & call quality.
Survey
- Collecting evaluations through Omnichannels.
PBM
- Visualizing processes on PBM, automating processes, and monitoring processing progress, BPM Designer, Action & Trigger.
AI Automation
- Recording analysis includes:Voice Assistant, AI Chatbot, Call Rating.
Mobile App
- Convenient mobile version:Dashboard, Ticket Management, OmniChat Management, Call Management.

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CONTACT CENTER & OPERATIONS SERVICES

Connect with customers across all channels, without losing customer information.

01.KEY FEATURES

Omnichannel

Aggregating all customer information from various sources.Integrate call, Livecall, email, sms, Facebook, Zalo, Viber, Livechat,…

360 customer view

A center containing: Customer identification 360 views, Customized information fields, and Display call details.Integrate multi-channel engagement data.

Tickets

Keep track of customer issues and note tickets on the pop-up monitor: 360 view, Activities Timeline, Track progress, Update Log, Merge, Link, SLA Multilevel, BPM, Macro, Template, Report

Campaigns

Mass contact with business customer segment via various channels/methods:Integrate multiple channels (Email, SMS, ZNS, Viber....)

Contacts

Manage customer's contact information.

Contact 360, Interaction, Log activities, Multiple Assign Rule, Customer Interaction, Custom Field

Accounts

Manage information of legal entities, business organizations.

Account 360, Interaction, Log activities, Multiple Assign Rule, Customer Interaction,Custom Field

Appointments

Manage user's task, meeting, appointment.Calendar management, scheduling appointments via call/chat.

Leads

Manage information of potential clients.

Contact 360, Interaction, Log activities, Multiple Assign Rule, Customer Interaction,Custom Field

Deals

Archive sales activities.

Deal 360, Interaction, Log activities, Multiple Assign Rule, Customer Interaction,Custom Field

03.MORE FEATUES

QC Call

Evaluate and classify the quality of the Agent's performance by standards criteria and score tables.

Filter data calls and job execution.

Report statistics & call quality.

Survey

Collecting evaluations through Omnichannels.

PBM

Visualizing processes on PBM, automating processes, and monitoring processing progress, BPM Designer, Action & Trigger.

AI Automation

Recording analysis includes:Voice Assistant, AI Chatbot, Call Rating.

Mobile App

Convenient mobile version:Dashboard, Ticket Management, OmniChat Management, Call Management.

Blogs

About Worldfone