• Cisco Unified Contact Center Enterprise (to enable omnichannel customer journeys)
• Cisco Unified Customer Voice Portal (for speech-enabled self-service)
• Cisco Unified Intelligence Center (for comprehensive reporting)
• Cisco Finesse web-based agent/supervisor desktop

• Support for inbound and outbound voice
• Built-in email and chat
• Social media customer care
• Support for inbound video
• Audio and video recording
• Powerful application programming interfaces for integrating task and outbound routing

• Blade server support
• Web-based administration
• Simplified log collection and trace level management
• Built-in real-time system health check
• Live data real-time reporting

• Enhanced customer experiences through all contact channels
• Optimized engagement with mobile and video callers
• Cost reduction by using your existing communications infrastructure
• Increased employee productivity and lower support costs
• Flexible addition of new capabilities through standard web APIs

• three reasons to choose bpm'online CRM systems
• Align marketing, sales and service on
• a single CRM platform
• Gain the agility to change processes in
• the CRM faster than ever

Платформа обеспечивает инфраструктуру и основные возможности, позволяющие использовать многоканальный разговорный процесс, выступая в качестве единой точки интеграции с корпоративными системами для ведения разговорных диалогов по всем каналам. DiaManT® позволяет выполнять истинные сквозные разговоры на естественном языке. По сравнению с другими поставщиками, которые обеспечивают только управление вызовами с помощью жестко структурированного ПРЯМОГО ДИАЛОГА, клиенты DiaManT® могут свободно разговаривать и нет заранее определенного потока или структуры, за которыми они должны следовать. С DiaManT® существует одно приложение, которое определяет как цель вызывающего, так и доставку самообслуживания, поэтому общение с клиентом полностью неструктурировано, а это означает, что ваши клиенты никогда не будут слышать такие вещи, как «сказать, что главное меню вернуться», - они просто говорят, и DiaManT® слушает, понимает и заботится.

• Complete customer information, including interactions through other channels
• The common knowledge base
• Subject matter experts through collaboration tools
• Multimedia interaction tools such as chat and web cobrowsing to help customers
• Auto-summarization and note-taking facilities

• Agents, across channels, have one-click access to eGain Knowledge Base.
• Agents can find information through FAQ lists, browsing, searching, and guided help (supported by eGain’s pioneering reasoning engine).
• Agents can also contribute to the knowledge base.

• Use real-time monitors to oversee queues or agents.
• Check the audit trail of interactions to ensure correct handling.
• Run reports to analyze call volumes, SLAs, agent productivity, knowledge base usage, and query trends.

• Predefined workflows to manage incoming email and webform enquiries. Contains service level agreement (SLA) triggers to automate email routing and monitoring.
• Intelligent parsing of the content of all inbound email queries. Ability to send auto-responses and recommend responses to agents.
• Tracking of all customer queries.
• Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions.
• Access to the centralized knowledge base that enables contact center agents to accurately resolve complex inquiries and processes. The agents can also contribute to the knowledge base thereby capturing invaluable expertise on the fly.
• Varied collaboration options with experts within and outside the system.
• Comprehensive analytics and real-time alarms for operational performance management

• 100% web-based email management software enables remote and easy administration
• Fine grained control over user access, role, and permissions
• Immediate, scheduled, and out-of-the-box reports
• Multichannel and channel-specific analytics
• Widest range of deployment options — inhouse implementation, subscription-based hosted delivery, and managed services for remote administration of licensed software

• Complete customer information and interaction history, across channels, available to email customer service agents, enabling informed interactions
• Automated service processes for the email channel, such as auto-replies, auto-suggestions, and auto-acknowledgements improve productivity
• Web-based consoles for a range of users: Agents, supervisors and managers, business analysts, knowledge authors, programmers, and system administrators

• Achieve Higher First Contact Resolution (FCR) rates
• Deliver high quality answers, faster to increase efficiency
• Listen to the Voice of your Customers to best meet their needs

Manage leads minus the clutter Automatically capture your website visitors as sales leads and group them based on their engagement with your website. Assign them to the right salespeople on your team. Reach out to each lead with complete context and an informed call-to-action. 360° customer view Access customers’ social profiles, identify customer touchpoints (website, product, interactions, appointments), and more—from a single screen. Lead scoring Know which sales lead is hot and who’s not, using lead scores. Prioritize follow-ups with data-backed insights. Auto profile enrichment Bid goodbye to manual data entry! When a lead is added in the sales CRM, their social profile information and photo are automatically updated in their profile. Territories Group your sales team by territories. Focus on areas where you’re closing more deals, and identify territories with potential business. Auto lead assignment In each territory, let the sales CRM automatically assign leads to handpicked salespeople on your team. Appointments, tasks, notes and files Schedule appointments with leads and customers; collaborate with your team on tasks. Make quick notes against each contact; manage and share files. Smartforms (web-to-lead) When a visitor fills your web form, they’re automatically added as a new lead in Freshsales. Plus their profile is auto-enriched with lead score, social media information, and photo. Dive deep into deals, close them faster Transform your sales pipeline into a well-oiled revenue engine—organize, analyze, prioritize and close deals faster. Use the sales CRM to bring visibility and velocity to your pipeline. Visual sales pipeline With a single sweep of the eye, locate the deals in each stage of your pipeline. Sort and filter deals to get a better view of your pipeline. Deal status, at a glance How many deals are under review? What is the value of these deals? Get these insights instantly from the deal stage bar. Simple drag-and-drop navigation Move deals across your sales pipeline with a simple drag and drop. Like organizing your filing cabinet. Action-oriented follow-ups Make calls and send emails to prospects right from the deals dashboard. You don’t have to click into each deal to act on it. Track deals on the go Keep track of your deals from the palm of your hand, with the Freshsales mobile CRM app for Android and iOS. Deal age Create reports based on time taken to close deals. Optimize your sales process and improve your reps’ performance. Multiple sales pipelines Selling different products across different markets, with different sales processes? Create multiple pipelines in the sales CRM and keep track of every deal. Know your visitors in real time When your visitors make key decisions on your website and with your product, don’t miss a beat. Get real-time analytics from the sales CRM to power your next conversation. Website and in-app tracking Which web pages are your prospects visiting? How do they interact with your product? Leverage these insights for smart conversations. Activity timeline Get a chronological timeline view of each prospect’s activity, so your sales team can pick the right moments and close deals faster. Behavior-based segmentation Using the data collected by the sales CRM, segment a contact’s activities and learn more about their engagement with your company. Advanced lead scoring Score leads based on their characteristics and behavior, so you know which leads are close to a sale and which others need nurturing. Make quick, quality calls from your CRM Buy numbers, assign them to your sales reps, and start making calls—all from the sales CRM. With automatic call logs, every call in Freshsales is captured; you can also manually log calls you receive outside Freshsales. One click to call No extra software/hardware costs. Just place calls with one click from inside Freshsales. Entire conversation history View all your conversations in one place. Make your next sales call or schedule an appointment from the same interface. Assign numbers to your team Purchase local and toll-free numbers from inside Freshsales and assign them to your sales reps so they can start calling right away. Automatically log calls Sit back and let the sales CRM automatically log all incoming and outgoing calls. Stop worrying about faulty call logs. Personalize welcome and voicemail messages Record a voicemail message inside Freshsales, upload a greeting, or type your voicemail message and let Freshsales convert it to audio.

Возможности omAnalytics

Глубокий анализ разговоров клиентов с DiaManT® и живыми агентами, чтобы обеспечить понимание «что» именно  говорят клиенты. Просмотрите концептуальное отображение понятий и слов, которые говорят клиенты. Щелкнув ссылку, можно получить развернутую картинку , что сказал клиент.

• Обнаружение частых терминов, фраз и концепций
• Поиск разговоров для конкретных продуктов и действий
• Быстрое выявление и принятие мер по коренным причинам
• Найти любую комбинацию метаданных, слов и фраз