RICOs can be of various types e.g. Custom Ticket Form, Appointment Booking, Order with Payment, Approval Workflow or Payment Collection. Depending on the type of RICO, a Responsive User Interface (UI) is automatically generated which is used by your customers, employees or partners to raise requests.
Each RICO, by default, is process & ticket enabled. This means each row in RICO can be assigned as a case or ticket. Service Level Agreements (SLA), Assignments Rules, Routing Rules, Escalations, Process Steps, Workflows, Notifications, Download Templates, Access Rules, etc. can be specified differently for each RICO.
Each RICO is automatically REST & Webhooks enabled. REST allows to seamlessly push data from external system to RICO, extending Round Infinity to almost any system. Webhooks allows to push data from RICO to external systems when an event happens in RICO (e.g. when a row is inserted, when a row is updated, etc.).
Each RICO can be secured per custom security needs. Control which RICOs are accessed by Customers, Employees or Partners. Further, for the agent console, control which agents can insert data, update data, download data, assign tasks, view what data, etc.
Each RICO can have columns of different types. This allows to seamlessly collect text information or rich information such as documents, photos, videos, sketches, signatures, GPS stamps etc.
Each RICO can have multiple child RICOs. This is to facilitate one-to-many relationships. Example, an Account can have multiple Opportunities or a Service Request can have multiple Service Reports, etc.
Define custom validation rules to validate data that is inputted through responsive web UI of RICO.
Each RICO can have multiple Answer Bots. This allows machines to automatically respond to customer queries using data in RICO & knowledge base. After each response, the Answer Bots get smarter & learn on their own.
RICO can also be of type "Master". This type of RICO is used to hold data that supports other process & ticketing based RICOs.
Embed service menu natively on your website or mobile app with Round Infinity Web Widget so customers can raise business requests, search for help, start a chat, place a call, or just email you without leaving your app or website. Business requests can be raised as required by your business e.g. book appointment, place order, make a payment, raise inspection request, apply for loan, apply for policy renewal, or any such custom request.
Use Round Infinity Live Chat to engage with customers who are on your website or mobile app. Reply to a conversation initiated by the customer or response made on a proactive campaign set up by you. Automatically convert conversations into tickets & assign chats to a specific team member & get all the contextual information about the customer.
Let customers help themselves with your knowledge base content and a customized, mobile responsive help center. Display related knowledge base articles as customers type search query.
Powered by artificial intelligence, automatically respond to customer support queries with relevant help center articles. This could drastically reduce call center volume. Customers can solve their own issues day or night, on any device.
Set up a fully functional call center by selecting phone numbers or toll-free numbers that fits your business location needs. Receive inbound calls from customers & route them to appropriate agents. Follow up or provide proactive support with outbound calls. Keep track of calls with automatic ticket creation and call recording.
Select a text number or toll-free text number in Round Infinity that fits your business location needs. Automatically convert SMS requests from your customers into trackable tickets in your helpdesk that you can manage and resolve.
Integrate your company's Facebook page with your helpdesk so that agents can respond to inquiries & support requests withing specified SLA. Using sentiment analysis find out posts that need to be automatically converted to tickets and assign priority accordingly.
Connect your Twitter handles to support your customers through Twitter DM and public mentions. Using sentiment analysis find out tweets that need to be automatically converted to tickets and assign priority accordingly.
If customer is already logged in to your website or app, you can pass encrypted customer info to Round Infinity URL to establish single sign-on.
Automatically convert support emails into trackable tickets in your helpdesk that you can manage and resolve within defined SLA.
Allow customers to request call backs. Assign these to agents so that call back happens to customer within defined SLA.
Get a 360 degree view of your customers. Get a view of past conversations across channels, assets, orders, open tickets, closed tickets, all at one place. A 360-degree view of each customer's journey enables agents to anticipate needs and personalise every interaction.
Group agents by department or skills so as to allow effective assignment of requests & tickets.
Easily create workflow diagrams which allows to automatically move a case from one department to another. There is no more switching between multiple tools. No more missing out on follow ups and delaying replies.
Use branching workflow logic & rules to model multiple scenarios in a single workflow. Use business rules & conditions to automatically select the next process step & the next assignee.
Use multiple steps workflow to execute webhooks which can automatically update external systems.
Track and manage all incoming requests from all channels with one inbox.
Set deadlines for ticket response and resolution based on priority or process steps. Each process step can have a different SLA. Each RICO can have its own SLA.
Indicate the hours your business is open and exclude non-business hours from reporting. Specify holidays when your office is closed.
Make sure every incoming requests gets automatically categorized, prioritized and even assigned to the right agent or group based on rules that you define.
Assign tickets to members with certain expertise based on least assigned tickets or least open tickets.
Assign tickets to members of a group based on least assigned tickets or least open tickets.
Assign tickets by retrieving members dynamically from a RICO.
Assign tickets to agents based on rules with multiple conditions for column values.
Do not assign tickets to agents who are out-of-office or are on a break. Notify the supervisor when an agent marks himself as out-of-office.
Automatically send out SMS & Email notifications to customers at each process step, as the case moves forward. Specify multiple conditions to send out such notifications.
Set reminders to automatically send notification to the agent of upcoming call-backs, appointments or follow-ups.
Specify multiple levels of escalations which gets triggered when an agent does not complete assigned task within specified SLA.
Share ownership of tickets with other teams without losing visibility into progress being made on the issue.
Provide quick, consistent responses to common questions by creating pre-formatted replies.
Browser-based notifications alerts the agent when a customer starts a conversation or replies to a conversation.
Filter & search data residing in Custom Objects to efficiently serve customers. Download data to excel.
Deliver articles which your customers can use to get answer to their queries in a self-service manner. Monitor article metrics like how helpful was the solution, number of views, likes, dislikes, etc.
A central repository to store guides, documents, best practices, policies, procedures, etc. that can be accessed and shared between multiple users & locations. Bulk Upload documents, full-text search, version history, etc. ensure a single version of truth for each document.
Discuss & collaborate specific parts of customer requests with experts from across your company to figure out the best solutions.
Let agents automatically convert their ticket replies into knowledge base articles, as they reply.
For each RICO, create Answer Bots to automatically respond to queries of customers. Answer Bots uses data in RICOs and content in knowledge base. After each response, the Answer Bots get smarter & learn on their own.
Automatically validate documents attached with customer, partners or employees requests. E.g. auto validate & process vendor invoices, auto validate & process travel & business expense claims, etc.
Use time-Based and scheduled bots to auto-generate documents using data from RICO & pre-defined output/download templates. E.g. auto generate service reports, inspection reports, invoices, health check reports, etc.
Using RICOs, collect data on site for inspections, audits, installation visits, service visits, maintenance visits, etc. Seamlessly embed rich information such as photos, sketches, signatures, QR codes, and GPS stamps and instantly deliver field data to key stakeholders and connected business applications.
Send up-to-date appointments & work orders directly to people in the field - skip the trip to the office. Automatically send and receive real-time updates.
Generate & send work reports, service reports, estimates and invoices directly from the field in real time to customers.
Field staff can inquire on data required to complete a service request directly from the site. E.g. check stock of parts, tap in knowledge base, refer to service manuals & procedures, send a question to internal staff, etc.
Easily find how much time field staff spent on travel & how much time was spent on each customer visit.
Field staff can view all jobs & appointments for a given day in an easy map view.
Easily get the directions to customer place.
Collect payment of service or visit from the customer directly from site.
Using Round Infinity intuitive Campaign Manager, a content designer & dynamic consumer segmentation capabilities, send targeted & personalised messages through multiple channels. Send promotional messages with attachments, reminders, company updates, product discount intimations or offers.
As part of getting your campaign ready, create rich messages with images and deep-links, and preview them simultaneously. Save message for future re-use.
Segment users using by using saved search queries in RICOs. For e.g., get all users who have not made payment, or get all users who bought more than 5,000 in current month, etc.
Using AI based smart segmentation, understand consumer behaviour and preferences to transform to data driven marketing that can help you unlock growth from unexpected places.
Using embedded links in SMS, Email & Web notifications, allow customers to have ongoing real-time chat conversations with your agents in response to your campaign message.
Allow customers to view of all messages received through campaigns in one place, sorted by time.
Communicate consistently across different media (SMS, Email, Facebook, Twitter, etc.) with integrated messaging and cross channel orchestration.
Allow your vendors, suppliers, distributors & third-parties to participate in journeys, complete tasks or raise new requests in a self-service manner. These could be requests to submit an invoice, raise a service request, check parts inventory, complete an assigned task, or any other such request as required by your business.
Allow your employees to raise new requests, participate in journeys, request approvals or complete tasks in a self-service manner. These could be requests for leave, travel, procurement approval, client report submission, compliance submission, expense claim approval, asking a question to HR or any other such request as required by your business.
As work passes from one business silo to the next, Round Infinity preserves the context and audit trail of each piece of work throughout the entire work lifecycle. This helps large organizations integrate, automate, and improve their complex front- and back-office business operations.
Digitizing different types of processes may require different workflows and associated forms. Round Infinity allows to digitize, manage and optimize your most complex processes, end-to-end, without limitations. These processes can be across business functions like Orders, Sales, Marketing, Legal, Finance, etc.
Store policies & procedures in a central document repository so as to share a single version of truth with customers, employees & partners.
In real-time, using sentiment analysis on your phone calls & conversations, find out which customers are not satisfied with your service & take appropriate measures to reach out to the customers. Identify and track trends and common issues about your customer conversations.
Manage operations with consolidated cross-channel reporting. Get a better sense of how you're doing by gaining visibility into tickets volume, agent performance, and other key support metrics across all channels.
Analyse team and user performance for response, resolution, and handle time. Track your agent's performance & find agents that are not completing tasks within specified SLAs.
Track status of workflows or approvals & know the SLA performance of all approval requests. In real-time, know how many requests are at which process step of the workflow.
Track performance of your field service staff. Track absent agents, real-time location of agents & SLA performance of field staff.
Create custom BI reports & dashboards of any complexity as required by your business. Use the Round Infinity Report Builder to generate reports with aggregates, grouping, filters, relative dates, etc. Download report output to Excel & PDF. Drill down on data as required.
Round Infinity Customer Satisfaction feature allow to run surveys, gather feedback, analyse results, and take action to improve your Net Promoter Score. Track, in real-time, your Customer Satisfaction Score, Net Promoter Score, Customer Effort Score & Sentiment Analysis Score.
Measure success of your marketing campaigns. Optimize your marketing campaigns through insights gained from timely performance reports.
Schedule default and custom reports so that you can receive them in your inbox periodically.
Each RICO is automatically REST API enabled. REST allows to seamlessly push data from external system to RICO, extending Round Infinity to almost any system.
Each RICO is automatically Webhooks enabled. Webhooks allows to push data from RICO to external systems when an event happens in RICO (e.g. when a row is inserted, row is updated, etc.). A webhook can invoke a REST API call.
Use your own vanity URL for your support portal and provide a seamless customer experience.
Customize the look and layout of your support portal with your own logo and navigation.
Configure your own email & SMS servers and provide a seamless customer experience.
Whitelist IP ranges to restrict login access outside of work.
Round Infinity ensures enterprise-grade security using SSL, comprehensive audits of networks & systems.