Contact centre solutions for seamless customer service
Customer expectations of companies are steadily rising, not just in relation to product quality: customers rely on comprehensive, individual and constantly available customer services. A conventional call centre can scarcely meet these requirements.
OSP makes optimal customer support possible for you and implements the contact centre software iAGENT of the provider novomind for you.
Digital centre for all channels
Excellent service begins with availability: iAGENT is your contact centre software for digital customer communication. As a multi-channel system, the application offers you diverse and directly linked communication channels.
Moreover, your customers benefit from numerous service touchpoints – this creates the basis for trust and loyalty.
Clever communication thanks to AI
iAGENT gives you a digital multichannel contact centre. Based on the iQ dialogue engine developed by novomind, the software uses artificial intelligence (AI) and combines computer linguistic and semantic procedures.
The solution has automatic text recognition and independent channels such as chatbots and much more.
Features: iAGENT combines various contact centre solutions
Improve telephone availability: iAGENT permits connection to a call routing connector app or your existing telephone system. That means fast call routing is possible via the central routing instance.
Whether E-Mail, SMS or letter: iAGENT ensures that your written customer communication is uniform and offers added value. For this purpose, the software analyses and categorises the queries of your customers and suggests various text modules to you for the answers.
Chats combine the efficiency of digital communication with the approachability of personal consultation. iAGENT also permits audio or video chats apart from the classic text chat and in this way helps your company to maximise the conversion rate and customer satisfaction.
Chatbots and SEO-capable FAQ centres are practical ways of quickly providing your customers with answers to frequent questions. iAGENT offers intelligent functions to configure self-services effectively and helpfully.
Do your customers need support or have questions? Modern customer services spare your customers visiting your website: iAGENT integrates messengers like WhatsApp directly as additional communication channels.
Optimise your offer based on feedback. iAGENT collects customer feedback and complaints centrally and simplifies the processing for your company.
Regular reviews are indispensable to ensure that your multichannel customer centre solutions optimally supplement and support each other. Monitoring and reporting are used here. iAGENT supplies the KPIs needed for this purpose.
Your benefits with contact center software
Centrally bundled
iAGENT presents all of your customer management applications in a uniform agent interface. The integrated ticket system permits fast processing.
Intuitive operation
The user interface of iAGENT is simple, user-friendly and well-structured in design. This keeps the training expense for the software solution low.
Really intelligent
The iQ dialogue engine uses machine learning to understand and process customer queries – even in dialogues or for complex subjects.
Constantly consistent
The iQ dialogue engine relies on a central knowledge database. This standardises support answers and renders information rapidly available.
High performance
Even when your service centre is experiencing heavy use, you can rely on iAGENT: the system processes queries efficiently and relieves your employees.
Easy to integrate
iAGENT has various interfaces: as a result, the contact centre software can be integrated in existing IT infrastructures.
Particular customer proximity
As a comprehensive multi-channel solution, iAGENT combines automated and personal support and forwards customers to real employees if necessary.
Extremely cost-efficient
You can procure iAGENT as on-premise or Software-as-a-Service (SaaS) solution. In the SaaS model you save on hardware costs, since the application runs in the cloud.
Always stable
Our well thought-out service architecture (in the SaaS model) and our 24/7 support guarantee the absolute availability of the system.
Thoroughly reliable
Numerous references, long-term experience and an effective network are all in favour of implementation of the contact centre software by OSP.
Get in touch with us
OSP advises you without any obligation and with digital expertise on your options for modern customer communication. Do you want to optimise the contact with your customers? Contact us!
