Delight customers with an AI-powered automated omnichannel contact center.
Business impact:
- Enhanced customer satisfaction with seamless service experiences across multiple channels including WhatsApp, email, Twitter, and SMS.
- Increased efficiency through automated responses, routing, and resolution of customer inquiries across all channels.
- Improved response times and customer engagement with real-time monitoring and management of service interactions.
- Reduced operational costs through self-service capabilities & automation of service workflows.
- Reduced workload for support teams by automating routine tasks such as ticket creation and status updates.
How it Works
Features
Instant Call Center Setup
Instantly set up a fully functional call center by selecting phone numbers that fits your business location needs. Buy phone numbers based on country of your choice for inbound & outbound calls. Setup business hours, IVR, Voice Bots, etc. to get a fully automated call center in minutes.
Inbound Voice Bots
Easily setup Voice Bots to automatically answer calls, before routing to agents. Voice Bots can automatically collect data from caller, answer queries, create tickets, etc., thereby keeping your call center load to the minimal. Voice Bots can easily use data in RoundInfinity applications to auto-respond to callers.
Auto Route Calls To Agents
Optimize each customer's experience by auto-routing inbound calls to Voice Bots or agents based on customer data, IVR selection, business hours, and agent skills. Easily identify VIP customers who can skip the waiting queue and be routed immediately to the most appropriate agent.
Missed Calls Ticket Creation
Keep track of calls received during off hours or incoming missed calls with automatic ticket creation. Auto-assign the missed calls to agents so that all calls received are answered back with a specified time.
Call Deflection
Instead of call center agents answering all calls that come into your contact center, deflect majority of calls to the self-service portal, by alerting & empowering the users with necessary information to complete the query. Configure voice bots and IVR to send appropriate links to callers to complete the query in a self-service manner.
Call Transcription & Sentiment Analysis
Record all calls & in real-time, using AI, extract text out of the calls to track sentiment of conversations. Without having to manually listen to thousands of call recordings, using call recordings, call transcriptions & sentiment analysis, immediately be alerted of customers who have not had so good experience with your customer service.
Customer Self-Service
Provide self-service capabilities to your customers & streamline support. Using mobile responsive self-service portal, allow your accounts to search knowledge base, raise tickets, check status of requests, make payments, access secured reports & documents, book appointments, perform live chat, etc.
Outbound Calls
Easily call, email or message your users directly from RoundInfinity. No need to lookup customer numbers, share your personal numbers, etc. Easily track which user has made how many calls, the duration & to whom.
Callback Reminders
Customers & leads often ask to call back later. You can easily set reminders on the lead or account in RoundInfinity. The system will send you a alert when the time to connect back is approaching. This allows to never miss out on follow-up request.
Email Automation
Automate ticket creation & response to all support emails using Answer Bots or using omnichannel agent inbox. Configure your support email accounts for automation. RoundInfinity reads emails sent to these email accounts, automatically sends acknowledgement, auto-replies using knowledge base, creates a case & assigns to agent. The documents attached to the email are automatically inserted in the case. The agent replies to the email, within SLA, using the Omnichannel Agent Inbox.
WhatsApp Automation
Automate ticket creation & response to all WhatsApp messages using Answer Bots or using omnichannel agent inbox. Manage all your customers, agents and WhatsApp conversations with one business phone number. RoundInfinity automatically reads WhatsApp messages, sends acknowledgement, & auto-replies using answer bots or creates a case & assigns to agent. The documents attached to a WhatsApp message are automatically inserted in the case. The agent replies to WhatsApp messages, within SLA, using the Omnichannel Agent Inbox. The agent can attach multiple documents in the response.
Live Web Chat
Allow users to seek support using live web chat from mobile or by creating a ticket using self-service portal. Easily embed RoundInfinity Live Chat in your website or app. Configure Answer Bots to automatically reply to queries on Live Chat. Answer Bots uses data from knowledge base, custom apps & out-of-box business apps to respond. The agent replies to chat messages, within SLA, using the Omnichannel Agent Inbox.
SMS Automation
Automate ticket creation & response to all support SMS using Answer Bots or using omnichannel agent inbox. Purchase a phone number in RoundInfinity with SMS enabled. RoundInfinity reads messages sent to this phone number, automatically sends acknowledgement, auto-replies using knowledge base, creates a case & assigns to agent. The agent replies to the email, within SLA, using the Omnichannel Agent Inbox.
Omnichannel Agent InBox
Allow your agents to track and respond to all incoming requests from all channels with one Agent Inbox. All responses from agents, are automatically sent to the channel from which the request was received. Browser-based notifications alerts the agent when a customer starts a conversation or replies to a conversation. The agent can see 360 view of the user when responding. The agent can easily wrap up the case directly from the inbox.
360 View Of Users
Serve your customers better by getting a complete 360 view of your users - their orders, service requests, cases, calls, conversations, etc., all in one view - across all your departments including marketing, sales, commerce, and service.
Knowledge Base
Quickly build a customizable help center so your customers, employees & partners can get their queries answered in a self-service manner. Maintain 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, search, & maintain version history to ensure a single version of truth for each document. Internally discuss & collaborate specific parts of customer requests with experts from across your company to figure out the best solutions.
Ticket Management
Allow users to raise support tickets in a self-service manner using the mobile responsive self-service portal. Auto-assign tickets to the right team using workflow automation. Users can check status of their tickets in a self-service manner.
Customer Feedback
After each call, automatically request feedback from each caller to capture, analyze, and act on customer feedback.
Canned Responses
Allow your agents to quickly & consistently respond to common inquiries using pre-formatted replies. Browser-based notifications alerts the agent when a customer starts a conversation or replies to a conversation. The agent can see 360 view of the user when responding.
Service Dashboard
An actionable dashboard of your service requests, cases, etc. helps you make the right choices for your business. Analyze and gain insight into how you are providing service across each channel. See which agents are not performing well & train them accordingly.
Call Center Dashboard
Get a complete view of calls received, answered by voice bot, answered by agents, etc. Create no-code custom reports & dashboards using columns, filters, groupings, and charts that you want, and get an immediate real-time view.
Surveys
Easily configure surveys using RoundInfinity custom apps, to gather feedback and answers from users. Easily mark these surveys as secured or anonymous. Run analytics on survey data to study the results.