Traceability of all requests

Traceability of all services

With Be Aware 360® you can link together and record all customer interactions across all channels, which are managed in a contact center, branches, backoffice and field service teams. Additionally, you can access all the information on requests, tickets or claims and management information whenever necessary.

Multi-Channel Service

ChatBot


Channels integrated with the world leader Genesys

With Be Aware 360® you have access to many standard market channels and are able to activate them whenever necessary. This multi-channel capability allows you to be available for customers and prospects who can communicate through the most convenient channel for the occasion or through their favorite channel and through the device that best suits them. Be Aware 360® is now available in these channels: voice, IVR, chat, email, SMS, Twitter direct, Facebook/Messenger, Messages, Line and WhatsApp.

Additionally, Be Aware 360® has support and convenience capabilities

Be Aware 360® provides all Genesys® channels, the world’s #1 CX platform, that powers 25 billion of the world’s best customer experiences annually.

360° view of each customer

Be Aware 360® Unified Desktop, can be integrated or interact with the necessary interfaces for your internal applications such as ERP, CRM, among others; to solve requests and record all customer interactions regardless of the channel used (mail, chat, telephone, etc.) thus completing the 360º vision of the customer.

The information needed at hand to resolve your clients’ cases allows you to:

Reports of all cases handled

Be Aware 360® platform captures and consolidates customer conversations in one place, making it easier to detect trends, areas for continuous improvement and optimization of your service resources.

Be Aware 360® includes features for interaction-type reporting, SLA compliance, etc. or to export the information to your own analysis tools.

Service SLA Control

At any time, agents and supervisors can check online for compliance with service SLAs and take necessary actions before any compliance breach.

Depending on the type of service ticket, Be Aware 360® activates the appropriate process to resolve the case. In this process, each agent assigned within the flow has a specific resolution time for the tasks and Be Aware 360® gives the necessary support through a task checklist that guarantees the correct attention of the case and escalate it, if applicable.

Increase NPS and CSAT

Be Aware 360® seamlessly records all customer interactions across all channels, contact center, branch offices, back-office and field teams. It also allows access to all the information needed for your experience analysis.

You will be able to guarantee the quality of the customers’ experience, because it enables  you to define the length and steps to follow in service flows, to generate alarms and to escalate if necessary.

With Be Aware 360® you will have a 360° view of the client and all the necessary information of your clients and agents at hand.

This vision will enable you to:

A conversational web assistant (ChatBot)

Be Aware 360® provides a chatbot assistant, a conversation channel that helps you interact with your customers.

This bot assistant can help you reduce call volume by 50% and allows you to combine a human ChatBot whenever you feel the need to intervene.

This assistant only requires configuration, maintenance is simple as it offers an intuitive user interface. It has been designed so that non-technical content managers can build develop, maintain and manage automated conversations.

The more effort you put into conversations with your customers, the better the results.

Conversational ChatBot for "Ready to use" service and sales

Be Aware 360® ChatBot Assistant combines business rules with automatic learning to deliver the most accurate answer to any question. It uses business rules you defined and generates automatic learning (statistics) for whatever you need to know.

Following the structured implementation model, your ChatBot assistant can be designed, tested and available within 8 weeks.



Once implemented and integrated into Be Aware 360´s  Customer Service processes, its algorithms detect (emerging) patterns to optimize natural language understanding and can detect knowledge gaps based on user interactions. If the content is missing, the customer will experience a seamless transition to a human agent for assistance, and can propose an answer, offer a solution, or schedule a task to alert internal resources that a response is required.

Self-service through web, forms and self-tracking of cases

Be Aware 360® provides the ability to enable a multi-device Client Portal, which can be redirected from your own corporate site.

This portal allows your customers to make their requests through forms and have visibility of their cases (requirements, tickets etc.) and progress without having to communicate with the supplier.

Your service processes can be executed on your web forms as customers or prospects will be able to describe their request through classifications and Be Aware 360® will ask the strictly necessary information for a resolution, so your agents will have all the information needed to solve the cases as soon as possible. Furthermore, Be Aware 360® allows you to attach documents to support requests.

Multi-Channel

ChatBot

Channels are integrated with the world leader Genesys

Be Aware 360® includes the most standard channels on the market, which can be activated when necessary. This multi-channel capability allows you to be available for customers and prospects who can communicate through the most convenient channel for the occasion or through their favorite channel. Be Aware 360® is now available in these channels: voice, IVR, chat, email, SMS, Twitter direct, Facebook/Messenger, Messages, Line and WhatsApp.

Additionally, Be Aware 360® has support and convinience capabilities

Be Aware 360® provides all Genesys® channels, the world’s #1 CX platform, that powers 25 billion of the world’s best customer experiences annually.

Access to customer information and all their interactions: 360° view

Be Aware 360® Unified Desktop can be integrated or interact with the necessary interfaces for your internal applications such as ERP, CRM, Logistics, among others; to solve requests and record all customer interactions regardless of the channel used (mail, chat, telephone, etc.) thus completing the 360º vision of the customer.

Ticket handling from the beginning of the incident until closing from the front office, back office, branches and field service.

Be Aware 360® empowers Genesys, the world’s leading Engagement platform, by providing everything needed to record and track all customer interactions and, of course, throughout the entire service process, as Be Aware 360® offers the capability to easily design service flows incorporating all profiles involved in the process of solving their cases. Your front office, back office, branches and field service agents will be able to manage services for each of your clients in a unified way. It is powerful that your current manual service processes are supported by a single solution, as your customer will be able to permanently monitor the progress status of their requests or consult it when deemed necessary through your corporate web portal.



The information needed at hand to resolve your clients’ cases allows you to:

Increase FCR, reduce TMO

A unified service solution that contains all service information to identify improvement and savings areas, by providing your agents with information or automating those services in order to close tickets immediately and increase FCR. Accessing customer information from your in-house applications allows you to respond to customers quickly and reduce conversation time as you will not need to search through many sources of information or refer others.

Having a unified service solution such as Be Aware 360® means that the agent has all the corporate and service information, so they can quickly manage the cases, increasing their productivity and reducing TMO.

Get these results quickly

Be Aware 360® includes all features to manage requests of any nature, incorporates all the usual communication channels and is also deployed to incorporate branches and field teams. Therefore, everything you may need is ready to be customized, tested and used, and after 3 months it can be up and running with a couple of service processes.  In addition, Be Aware 360® provides a “BeFast” implementation methodology.

Ensures the execution of the business strategy

A good sales and service process defines the most optimal and efficient way to execute your strategy. However, a process on paper does not guarantee its execution. With Be Aware 360® you will be able to design your processes directly, quickly and test them as many times as necessary, to ensure that your strategy is correctly executed across all your channels.

Currently, the best practices for each industry have been translated into computer systems such as ERP’s and Core business (Banking, Insurance, Brokers, CRM, Logistics, etc.), but sales strategies and customer service are dynamic and these applications are not able to support the new processes with the business speed required. Currently, these needs are reported to the IT area, but the results are very long term.

With Be Aware 360®, agents and supervisors can review online the compliance of service SLAs and take the necessary actions before any compliance breach. Depending on the type of service ticket, Be Aware 360® activates the appropriate process to solve it. In these processes, each agent assigned within the flow has a specific resolution time for the tasks and Be Aware 360® offers the necessary support through a task checklist that guarantees the correct attention of the case and escalate it, if applicable.

Consistent Information

Companies must offer customers a high-level service, company areas must have a service strategy to ensure consistency during each interaction. However, few can offer it consistently through customer journeys, even in meeting basic needs. Statistics show why this is so important in the increasingly “multi-channel” world of customer journeys.

Consistency in the information your company provides to your customers and prospects is supported by Be Aware 360® unified customer service desktop and allows you to seamlessly manage customer service and sales.

Your campaign information will be consistently transmitted and supported across all channels, your customers will feel that your campaigns are effectively executed and real.

Business user autonomy

Currently, the best practices for each industry have been translated into computer systems such as ERP’s, CRM and Core business (Banking, Insurance, Brokers, Logistics, Marketing, Human Resources etc.), but in reality, the manual tasks of coordination, approvals, analysis, etc., are becoming larger and larger.

A customer-centric strategy opens up a dimension for which systems are not prepared. The option to integrate systems to solve these difficulties is of high cost and with long term results, which is not what businesses need today.

Easy process design by business executives

With Be Aware 360® your business executives will be able to design their processes easily and quickly as it is designed for the changing corporate world and for your business.

You will be able to define the steps of your processes, the progress conditions in the flows, the tasks of each process, derivations and people involved in each step of the flow.


Be Aware 360® allows you to design your processes and connect all those information sources/systems and people to optimize and ensure your manual processes and solve the needs of your internal and external customers.

Optimizes processes

Customer-centric strategies require a vision across the business, the flow design in Be Aware 360® allows to involve all actors across the organization to solve a request, including the possibility to incorporate people in the field, third parties and suppliers. This means that from wherever your business process is generated, you can start a flow.

The designed processes can be evaluated and improved, as many times as necessary, guaranteeing their correct execution, increasing quality, reducing errors and generating important savings in execution times.

Be Aware 360® can also be positioned to solve departmental or internal problems by providing capabilities to serve your internal or external customers, through all channels, such as systems functionality help desks, IT infrastructure, human resources, general services, purchasing, sales etc.

Digital transformation

Be Aware 360® allows you to transform manual internal processes into digital ones, adding all the capabilities and multi-channel technology available to your customers today.

This will allow you to move into the multi-channel era and work internally to formalize the use of all the channels you require within your business processes. No more e-mails that are forgotten or confused in your collaborators’ inboxes, no more missed calls without being answered, no more late approvals.

Integrated multi-channel service

One channel for every occasion. Be Aware 360® has all the usual channels (Voice, IVR, Chat, Mail, SMS, Twitter direct, FaceBook/Messenger, Messages, Line and WhatsApp) for everyone to communicate at any time and through the device that suits them best.

It also proposes -callback and cobrowse- channels for those who request to be contacted and assisted from their device.