Customer centricity with simplicity
Lower Cost Per Interaction
Lower operational costs and optimise the use of your agent’s time with ServiceCX’s ability to gather client details upfront, verify their inquiry through deep integration with your primary system of record, and automatically route them to the most qualified representative while screen-popping the relevant CRM screen to help facilitate the engagement.
Lower Cost Per Interaction
Build Flexible Call Flows
Build Flexible Call Flows
Create your ideal IVR call flows with a simple click, drag, and drop user interface. Use advanced IF-THEN functions to configure simple or complex routing rules or apply custom data-dips with your CRM or service management platform to design intelligent routing rules and outcomes.
Resolve Inquiries Faster
Resolve Inquiries Faster
Intelligently route clients to the agent most qualified to address their needs based on predefined skills or known third-party data (i.e.: CRM or service management platform) to optimise first call resolution and agent performance.
Set Expectations
on Demand
Set Expectations on Demand
Easily record custom IVR prompts or leverage embedded speech-to-text functionality to seamlessly make changes to the customer journey, quickly add real-time alerts and notifications, provide updated wait-times and queue positions, or offer virtual call-backs to reduce call abandonment and improve the overall customer experience.
Enable Self Service
Enable Self Service
Empower customers to service their own needs, such as checking the status of an order, cancelling a transaction, or resetting a password with self-service IVR capabilities to allow agents to focus on customers who truly need that human touch.
