CX Desktop
Unified Desktop
Be Aware Desktop It is a unified customer service desk, which enables the management of multiple internal and external customer service and care processes of organizations.
Value
- Be Aware Desktop, unify on a screen the information necessary to attend a case, which reduces service times (TMO / AHT) and improves the quality of customer service, increases the productivity of the front and back-office care teams and decreases times training for new care executives.
- Be Aware Desktop, facilitates the incorporation of Self-service multichannel, such as telephone, web, chat, mobile and others, speeding up customer service and reducing costs.
- Be Aware Desktop, simplifies key customer service and aftercare tasks.
- Audit logs: Keeps the record of actions carried out for each case.
Desktop Features
External Login Web Form
The web access portal extends the capabilities of Be Aware 360®, allowing the interaction of remote executives / clients in an easy and friendly way through the responsive and multiplatform interface. The portal allows the addition of:
- The contact details.
- Type of request / requirement.
- Kind of product.
- Attach files to the request.
- Enter Subject and Description.
Once the management is completed and the client is finished, the screen will inform through a pop-up that the request has been successfully registered, allowing the user to have the peace of mind of having completed the process. In addition, two actions will be triggered:
- The Client will receive an email with the details of the request generated indicating their unique ticket number.
- The assigned Executive will receive a notification and email indicating that they have a new assigned case.
- Handling of tickets, incidents and resolution of cases received, multichannel.
- Typifications for the cases entered.
- Management of interactions and customer information.
- Integration by web channel through customer form with custom fields.
- Customization of workflows in user mode, without the need for IT support.
- Visibility of the 360 profile of the client.
- Escalations, alarms and measurement of SLA's.
- Create, modify and delete contacts.
- Import of contacts.
- Multichannel management reports.
- Hosted on Amazon Web Services.
- It has HTTPS secure access.
- User friendly interface.
- Rapid adoption, allowing business areas to take control of technology without great prior knowledge.
- Versatility to attend multiple customer service processes Sales, HR, Administration, Logistics, among others.
Executive access view
a Be Aware 360®
Web access for ticket management is done safely with username and password, as well as through secure HTTPS access. Each user is assigned their own profile, privileges and responsibilities within Be Aware 360®.
Working view of cases
Be Aware Desktop allows the visualization of cases under the following options:
- My cases: View of the cases assigned to the authenticated Agent.
- Search: View that allows the search of requirements assigned to a person or a work group.
- Supervision: General view of the cases worked in a working group and by assigned by users of the group.
- My Closed Cases: View of all Cases assigned to the Executive and that have been closed.
- Cases on Hold: View of all Cases assigned to the Executive and that are in a state of Waiting for a response from the Client.
- Case History: It shows all the cases in which I have participated.
360 visibility on the desktop
unified service.
The 360 visualization allows the integration of screens of multiple applications in a single service interface, allowing executives to complete multiple tasks associated with a process in an agile, friendly and centralized way. This functionality allows a considerable improvement in the attention times, also thus mitigating possible omissions of the agents.
Add Notes to the case
The Notes functionality allows executives and users in general with active roles in Be Aware 360® to include notes corresponding to the management carried out in each of the stages, in order to record an action at the later stages specific to be carried out or simply as an informational element that is attached to each request.
Notes
- It allows adding comments to the ticket, which can be consulted by the different actors involved in the case.
- Records: Allows you to attach and download files which are attached as evidence to each of the cases.
- External System: Allows the integration of third-party applications by consolidating the operation in a single unified smart desktop.
- Audit logs: Keeps the record of actions carried out for each case.
Attach files
Be Aware 360® It allows associating files to a case, since there are processes that require it (documents, photos, signatures or another digital element).
Be Aware 360® allows the creation, agile and rapid modification of service processes, allowing business areas to self-service without the massive intervention of the technology area, allowing agility and dynamism that the business needs.
The addition of stages in the processes is done easily and in a single service window:
The visualization of the attention flows on the agent interaction screen in the upper right. Each stage of this flow changes color to green as each of the stages progresses, facilitating the visualization of the status of the cases.
In the lower left corner, the internal interaction journey can be seen graphically, where you can observe the interventions of administrative personnel.
Checklist for processes and for on-site care.
Be Aware 360® allows the enabling of the Checklist in each of the stages of the process, this in order to mitigate the risks of the operation associated with the voluntary / involuntary omission of critical steps associated with the process managed in the tool.
Be Aware 360® allows the independent configuration of different types of Checklist which can be applied to different processes and at different stages.
Be Aware 360® allows the enabling of the Checklist in each of the stages of the process, this in order to mitigate the risks of the operation associated with the voluntary / involuntary omission of critical steps associated with the process managed in the tool.
Be Aware 360® allows the independent configuration of different types of Checklist which can be applied to different processes and at different stages.
Post-service surveys
Be Aware 360® allows conducting surveys via email to evaluate the care received during the life cycle of the application. This allows obtaining customer feedback in order to generate improvement options related to the evolution of the service.
The types of questions that can be programmed are:
- Mandatory Answer
- Open
- Multiple choices
- Matrix
- Case allocation distribution
- Closed Cases
- Average operation time of interactions
- Percentage display of case status
- Prioritization of cases
- Movement and evolution of cases
- Others
Be Aware 360® allows creating Field Tasks associated with a Ticket. There may be one or more Field Tasks for a case. In each Field Task it is defined:
- Type of Activity (configurable list): Name of the Activity to be carried out in the Field
- Status: Status of the Activity
- Assigned User: User responsible for going to Field.
- Participating Users: Users who could participate in the Task supporting the assigned responsible user.
- From: Date and Time of Activity Start
- Until: Date and Time of End of Activity
- Case Number: Associated Case Identifier
- Address: Directorate of Field Work
- Subject: Short subject of the Task
- Detail: More detailed description of the Activity
Be Aware 360® is Responsive Web, this allows your agents to execute their tasks remotely from any device with internet. Also your clients will be able to report cases or check the status of their cases in the Be Aware 360 portal from their devices with internet wherever they are.
Be Aware 360® allows you to extract the information from customer cases for you to analyze with your favorite BI tool such as Tableau and Power BI among others.
Customer Portal Widget Case delivery and traceability for the client
External Login Web Form
The web access portal extends the capabilities of Be Aware 360®, allowing the interaction of remote executives / clients in an easy and friendly way through the responsive and multiplatform interface. The portal allows the addition of:
- The contact details.
- Type of request / requirement.
- Kind of product.
- Attach files to the request.
- Enter Subject and Description.
Once the management is completed and the client is finished, the screen will inform through a pop-up that the request has been successfully registered, allowing the user to have the peace of mind of having completed the process. In addition, two actions will be triggered:
- The Client will receive an email with the details of the request generated indicating their unique ticket number.
- The assigned Executive will receive a notification and email indicating that they have a new assigned case.
Unified Customer Service Desktop Agent’s console
- Handling of tickets, incidents and resolution of cases received, multichannel.
- Typifications for the cases entered.
- Management of interactions and customer information.
- Integration by web channel through customer form with custom fields.
- Customization of workflows in user mode, without the need for IT support.
- Visibility of the 360 profile of the client.
- Escalations, alarms and measurement of SLA's.
- Create, modify and delete contacts.
- Import of contacts.
- Multichannel management reports.
- Hosted on Amazon Web Services.
- It has HTTPS secure access.
- User friendly interface.
- Rapid adoption, allowing business areas to take control of technology without great prior knowledge.
- Versatility to attend multiple customer service processes Sales, HR, Administration, Logistics, among others.
Customer Service Agent Customer View
Executive access view
a Be Aware 360®
Web access for ticket management is done safely with username and password, as well as through secure HTTPS access. Each user is assigned their own profile, privileges and responsibilities within Be Aware 360®.
Working view of cases
Be Aware Desktop allows the visualization of cases under the following options:
- My cases: View of the cases assigned to the authenticated Agent.
- Search: View that allows the search of requirements assigned to a person or a work group.
- Supervision: General view of the cases worked in a working group and by assigned by users of the group.
- My Closed Cases: View of all Cases assigned to the Executive and that have been closed.
- Cases on Hold: View of all Cases assigned to the Executive and that are in a state of Waiting for a response from the Client.
- Case History: It shows all the cases in which I have participated.
Customer Service Agent Case Management
360 visibility on the desktop
unified service.
The 360 visualization allows the integration of screens of multiple applications in a single service interface, allowing executives to complete multiple tasks associated with a process in an agile, friendly and centralized way. This functionality allows a considerable improvement in the attention times, also thus mitigating possible omissions of the agents.
Add Notes to the case
The Notes functionality allows executives and users in general with active roles in Be Aware 360® to include notes corresponding to the management carried out in each of the stages, in order to record an action at the later stages specific to be carried out or simply as an informational element that is attached to each request.
Notes
- It allows adding comments to the ticket, which can be consulted by the different actors involved in the case.
- Records: Allows you to attach and download files which are attached as evidence to each of the cases.
- External System: Allows the integration of third-party applications by consolidating the operation in a single unified smart desktop.
- Audit logs: Keeps the record of actions carried out for each case.
Attach files
Be Aware 360® It allows associating files to a case, since there are processes that require it (documents, photos, signatures or another digital element).
Visualization of Attention Flows / Processes
Be Aware 360® allows the creation, agile and rapid modification of service processes, allowing business areas to self-service without the massive intervention of the technology area, allowing agility and dynamism that the business needs.
The addition of stages in the processes is done easily and in a single service window:
The visualization of the attention flows on the agent interaction screen in the upper right. Each stage of this flow changes color to green as each of the stages progresses, facilitating the visualization of the status of the cases.
In the lower left corner, the internal interaction journey can be seen graphically, where you can observe the interventions of administrative personnel.
Checklist for processes and for on-site care.
Be Aware 360® allows the enabling of the Checklist in each of the stages of the process, this in order to mitigate the risks of the operation associated with the voluntary / involuntary omission of critical steps associated with the process managed in the tool.
Be Aware 360® allows the independent configuration of different types of Checklist which can be applied to different processes and at different stages.
Checklist for processes and for on-site care
Be Aware 360® allows the enabling of the Checklist in each of the stages of the process, this in order to mitigate the risks of the operation associated with the voluntary / involuntary omission of critical steps associated with the process managed in the tool.
Be Aware 360® allows the independent configuration of different types of Checklist which can be applied to different processes and at different stages.
Surveys Design and Management.
Post-service surveys
Be Aware 360® allows conducting surveys via email to evaluate the care received during the life cycle of the application. This allows obtaining customer feedback in order to generate improvement options related to the evolution of the service.
The types of questions that can be programmed are:
- Mandatory Answer
- Open
- Multiple choices
- Matrix
Supervision View
- Case allocation distribution
- Closed Cases
- Average operation time of interactions
- Percentage display of case status
- Prioritization of cases
- Movement and evolution of cases
- Others
Field Service
Be Aware 360® allows creating Field Tasks associated with a Ticket. There may be one or more Field Tasks for a case. In each Field Task it is defined:
- Type of Activity (configurable list): Name of the Activity to be carried out in the Field
- Status: Status of the Activity
- Assigned User: User responsible for going to Field.
- Participating Users: Users who could participate in the Task supporting the assigned responsible user.
- From: Date and Time of Activity Start
- Until: Date and Time of End of Activity
- Case Number: Associated Case Identifier
- Address: Directorate of Field Work
- Subject: Short subject of the Task
- Detail: More detailed description of the Activity
Field Service
Be Aware 360® allows creating Field Tasks associated with a Ticket. There may be one or more Field Tasks for a case. In each Field Task it is defined:
- Type of Activity (configurable list): Name of the Activity to be carried out in the Field
- Status: Status of the Activity
- Assigned User: User responsible for going to Field.
- Participating Users: Users who could participate in the Task supporting the assigned responsible user.
- From: Date and Time of Activity Start
- Until: Date and Time of End of Activity
- Case Number: Associated Case Identifier
- Address: Directorate of Field Work
- Subject: Short subject of the Task
- Detail: More detailed description of the Activity
Responsive Web
Be Aware 360® is Responsive Web, this allows your agents to execute their tasks remotely from any device with internet. Also your clients will be able to report cases or check the status of their cases in the Be Aware 360 portal from their devices with internet wherever they are.
Reports
Be Aware 360® allows you to extract the information from customer cases for you to analyze with your favorite BI tool such as Tableau and Power BI among others.
Dashboard
Social Media Monitoring
Be Aware Monitoring, una solución capaz de automatizar el análisis de sentimiento, “en español”, con alertas e informes de social media, para actuar y proteger tu marca.
Be Aware Monitoring allows:
- Capture publications of your interest.
- Analyze those publications and transform it into information.
- Show the information in a simple way so that you can make better decisions and develop better strategies.
- Turn social media posts into valuable information for your business. We deliver:
- Alerts.
- Reports.
- Dashboard with real-time analytics.
- API.
Adding value to the business with Be Aware Monitoring
Customer service
- Improve customer service through digital channels.
- Address demands on time, before it becomes a big problem.
- Decongest phone and email channels.
Sales
- Detect conversations in your industry to attract new customers.
- Knowing what makes a person decide to buy or not.
Marketing and Communications
- Intervene in time and take advantage of trends.
- Avoid crisis that relates to the brand.
- Identify users with a large audience.
Production
- The comments allow to identify failures or successes of a product.
- You can know what the public is looking for to consider when generating new ideas.
Capabilities
You will be able to read all the publications, know their feeling, interaction and see information about the author. Besides having the possibility to download everything to .csv and .json.
Generate charts of volume, sentiment, gender and labels with day scales, hours or minutes.
Through natural language processing (NLP) we automatically identify positive, negative and neutral posts.
Find the most frequently repeated words and discover which are the most talked about topics.
Discover the most active and influential users within the analysis you carry out. Getting reach and impressions.
Automate tags, defining filters for keywords, authors, number of followers, gender of the author or sentiment of the publication and segment the analysis to quickly find information of greater value.
Configure alerts in real time or with periods of hours, days or weeks. It will be sent via email.
You will be able to react quickly to a crisis or opportunity.
Set up automated reports and get a summary of what is most important. It will be sent to your email in ranges of hours, days, weeks or monthly.
From your smartphone you will take control of your monitoring
Process digitization for business users
Business user autonomy
Currently the best practices for each industry have been reflected in computer systems such as ERP's, CRM and Business Core (Banking, Insurance, Brokers, Logistics, Marketing, HR, etc.), but in reality the manual tasks of coordination, approvals, analysis, etc., are becoming more and more voluminous.
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.