Auto-respond 24/7 to messages across channels, get 360 view of users, route tickets across departments, & reduce service costs.
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. Round Infinity 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. Round Infinity 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 Round Infinity 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 Round Infinity with SMS enabled. Round Infinity 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.
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 agent closes customer service ticket, Round Infinity allows the customer to specify if he/she would recommend your brand to others. This allows to track your Net Promotor Score. For each channel, after agent closes a ticket, Round Infinity automatically gathers rating from the customer. This allows to track your Customer Satisfaction Score. In real-time, find out which customers are not satisfied with your service & take appropriate measures to reach out to such customers.
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.
Reminders
Customers & leads often ask to call back later. You can easily set reminders on the lead or account in Round Infinity. 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.
Outbound Calls
Easily call, email or message your users directly from Round Infinity. No need to lookup customer numbers, share your personal numbers, etc. Easily track which user has made how many calls, the duration & to whom.
Video Calls
Allow leads & customers to schedule and join video meetings from mobile phones with ease. Record video meetings & easily access these recordings for compliance & audit purposes.
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.
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.
Surveys
Easily configure surveys using Round Infinity 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.
Self-Service
Provide self-service capabilities to your accounts & 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.
Read More About Custom Self-Service Portal