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Modernize your contact center with ConnectPath CX v2.pdf
- 1. Modernize your contact center with ConnectPath CX Fort Lauderdale 2419 E. Commercial Blvd, Ste. 300 Ft. Lauderdale, Florida USA Buenos Aires Av. Del Libertador 6680, Piso 6 CABA, Ciudad de Buenos Aires Argentina Santiago de Chile Av. Del Libertador 6680, Piso 6 CABA, Ciudad de Buenos Aires Argentina [email protected] cloudhesive.com Powered by Supervisor Assist Agent coaching and training Agent-to-Agent Collaboration Internal communication Tools Real-Time metrics Wall- and dashboards CRM Integrations Enrich employee experience Traditional Channels Voice, email, chat Pre-Built Integrations WhatsApp, MMS, SMS, Twitter Predefined responses Multi-use AI/ML based bots Intelligent outbound High-Volume Outbound Self-Service Service automation Improve Service AI/ML based Self-Service Intent based NLP Advanced natural language Quality assurance Improve evaluations and streamline training Journey mapping Personalized experiences Automate follow-ups Continuous customer communications Feedback mechanisms Real-time and Post-contact insights Security and compliance Secure and compliant out-of the box Agent Pro d u c t i v i t y C u s t o m e r E n a b l e m e n t A n a l y t i c s a n d I n s i g h t s O m n i - c h a n n el Experience Agent Productivity Supervisor Assist ConnectPath CX provides a mechanism for agents to proactively request assistance by "raising-their-hand". Supervisors can monitor or whisper-coach agents and have the ability to set their next state if required to continue coaching. Real-Time metrics Dashboard view enables the display of Real-Time Metrics by queue, agent or globally. ConnectPath CX also provides a “live look”, real-time sentiment and transcriptions for real-time insights into the contact center. Agent-to-Agent Collaboration ConnectPath CX enables agent collaboration via dashboard and collaboration gadget that shows the status of all agents, enables internal omnichannel communications and request assistance. CRM Integrations Integrating your customer relationship management (CRM) app with our pre-built connectors comes with a myriad of benefits, including the ability to access your contact center from your CRM without sacrificing the convenience of cloud-based infrastructure. Customer Enablement Self-Service enablement Utilize natural language chatbots, Interactive Voice Response (IVR), and automated customer voice authentication. ConnectPath and Amazon Lex bridges the gap and enables an agile, scalable approach to contact service automation. Intent based NLP ConnectPath CX provides a fully managed artificial intelligence (AI) service with advanced natural language models to design, build, test, and deploy conversational interfaces in your workloads. Customer journey map Customer Profiles equips contact center agents with a more unified view of a customerʼs profile with the most up to date information and provide personalized customer service. Feedback mechanisms ConnectPath CX supports analysis and transcription of all call recordings to gain insights into customer interactions and the operational efficiency of your contact center. Post Call Analytics (PCA) also equips supervisors to better understand customer needs, call center metrics, identify drivers, and detect emerging trends. Analytics and Insights Improve Service Understand sentiment, conversation characteristics, and agent compliance risks surfaced using natural language processing (NLP) on transcripts generated by ML-powered conversational analytics for calls and chats. Security and compliance Detect and redact sensitive customer data such as credit card details, addresses, and social security numbers from audio recordings and transcripts. Improve compliance by tracking all customer conversations for script adherence using categorization-based criteria. Automate follow-ups Use automated contact categorization to create Amazon Connect Tasks for customer requests. Automating tasks helps to address customer follow-up promises, such as scheduling a call back or initiating a refund. Quality assurance Review conversations alongside contact details, recordings, transcripts, and summaries, without the need to switch applications. Omni-channel Experience Traditional Channels Omnichannel contact centers improves customer experience while reducing resolution time. Amazon Connect with ConnectPath CX, allow you to build call flows, rules, and reports once and facilitate their use across all channels. Predefined responses Text based quick response templates for chat, email and other text based communications. Templates can be assigned globally, by queue, or by a specific channel. Pre-Built Integrations ConnectPath CX provides pre-built integrations with all the popular channels including traditional, social and emerging channels. Task routing also allows for case routing and back-office workflow processes to be automated, assigned and allows reporting. Intelligent outbound Proactively communicate across voice, SMS, and email to quickly serve your customers and improve agent productivity, while supporting compliance with local regulations.