Enreach expands its product portfolio with a cloud contact center solution. The Enreach Cloud Contact Center is primarily a solution optimized for use in medium-sized companies whose customer service is growing out of the infancy of the telephone system and who want to modernize their hotline operations and actively monitor and control them. The solution offers options for communication via WebChat and WhatsApp.
The Contact Center for all...
- whose customer service has reached its limits with the performance spectrum of the classic telephone system
- who thought contact centers were too complex and costly for their customer service
- who want to modernize their customer service and actively monitor and control it
- who also want to introduce new contact channels (web chat, WhatsApp, e-mail)
The interactive Supervisor Cockpit allows supervisors and team leaders to monitor the status of hotlines, queues and employees live. An appealing and easy-to-use user interface allows them to actively intervene in the action, forward calls to specific employees or teams via drag and drop, or listen in on calls equipped with the appropriate rights. Recording options, IVR menus, text-to-speech announcements and ASR speech recognition up to comprehensive voicebot applications round off the offering.
The Live Wallboard provides a clear, real-time overview of the three most important metrics for your queues:
- Level of service
- Incoming calls
- Waiting calls
The daily statistics provide an overview of the key figures for the entire day. In addition to the metrics in the Live Wallboard, the daily statistics provide information on service level, attention level, abandonment rate and overflow.
Our WebChat allows you to manage all conversations with your customer through a central platform. The WebChat allows to answer all questions of the customers around the clock. In addition to the exchange via chat, documents and images can be shared between employees and customers. Automatic answers based on the needs of customers allow reducing "face-to-face" conversations, costs and extra work of agents. WhatsApp integration enables the entire conversation via WhatsApp as well.