CX Omnichannel
All in one place
Thanks to his Omnichannel executive desk, it is possible to consolidate the 10 most influential chat channels and Social Networks on the market:
- Messenger
- Hangouts
- Webchat
- BSP
- Mercado libre
- Telegram
- SMS
Simple
Thanks to the web tools, they allow a simple configuration of the Omnichannel attention flows, allowing to create ITR (Interactive Text Response) agnostic of the channel to be used. Creating consistent customer experiences in all company channels, obtaining continuous improvement in your levels of efficiency and customer satisfaction.
Measurable
It has supervision modules, real-time and historical reporting that allows efficient management and control of the company's SLAs.
Capabilities
- Automatic Message: It allows to deliver automatic messages for welcome, farewell, After hours, busy agents, etc.
- Agent Load Configuration: Allows you to configure the maximum number of incoming chats in each agent's Inbox.
- Interaction Transfer: Allows the transfer of chat between agents.
- Be able to send attachments.
- Receiving attachments from clients, including WhatsApp voice messages
- Frequent phrases: Allows the use of frequent phrases in Be Aware RRSS conversations, improving standardization and speed of attention.
- Typing of attention: Allows the typing of Interactions for analysis and search for interactions.
- Interaction notes: Allows the addition of notes in interactions to improve the quality of care.
- Chat history: Allows access to the history of customer interactions, to maintain the customer's context with the organization.
- Outbound for WhatsApp: Allows the sending of Outbound messages from WhatsApp For Bussines, based on predefined and approved templates.
- Posterization of chats by agents: allows clients to be portrayed, for a more personalized attention.
- Load balancing by attention groups. (Groups of agents).
- Blacklist: Allows you to create blacklists of customers, to avoid the entry of customer interactions that do not comply with the company's customer service policies.
- Differentiation of service groups by campaign: It allows differentiating the different service groups of the Service Center by campaigns.
- Automatic closing of chats "out of hours": Allows the configuration of schedules to avoid the entry of interactions outside of office hours.
- Differentiated service hours: It allows the creation of service hours, having the ability to have different hours per day.
- Outbound Email channel: Allows the sending of Outbound interactions through all supported channels.
- Balance Routing: It allows balancing the load between the different campaigns, to ensure the levels of attention.
- Portfolio: It allows defining the different client portfolios that agents may have.
- Definition of holidays.
- Bulk upload of contact information.
- Chat closure events: It is possible to configure the Chat closure for defined times, in case of particular events.
- Time zone adjustment by country.
- Auto reply to clients not registered.
- Real-time visualization of the number of active agents, agents on pause, queued chats, chats attended during the day, etc.
- Online monitoring: Allows monitoring of agent interactions, including Whisper capability.
- Viewing historical chats.
- Display filters.
- Chat Summary Repository, Chat Details, Agent Performance, Agent Logs, Extended Chat Summary, Performance by Agent / Day, etc.
Historical Reports:
- Dashboard - Chats closed by typifications.
- Dashboard - Record of chats by typifications.
- Dashboard - Typification by agent, channel, month.
- Dashboard - Chats by agent.
- Dashboard - Performance by agent.
- Dashboard - Data by agent.
- Dashboard - Record of chats by agent.
- Dashboard - Channel information by typifications, agents and months.
- Dashboard - Data per channel.
- Dashboard - Record of chats by channel.
- Dashboard - Information of the month by typifications, agents and channels.
- Dashboard - Data per month.
- Dashboard - General Campaign Summary.
- Dashboard - Service level.
For Agents
- Automatic Message: It allows to deliver automatic messages for welcome, farewell, After hours, busy agents, etc.
- Agent Load Configuration: Allows you to configure the maximum number of incoming chats in each agent's Inbox.
- Interaction Transfer: Allows the transfer of chat between agents.
- Be able to send attachments.
- Receiving attachments from clients, including WhatsApp voice messages
- Frequent phrases: Allows the use of frequent phrases in Be Aware RRSS conversations, improving standardization and speed of attention.
- Typing of attention: Allows the typing of Interactions for analysis and search for interactions.
- Interaction notes: Allows the addition of notes in interactions to improve the quality of care.
- Chat history: Allows access to the history of customer interactions, to maintain the customer's context with the organization.
- Outbound for WhatsApp: Allows the sending of Outbound messages from WhatsApp For Bussines, based on predefined and approved templates.
- Posterization of chats by agents: allows clients to be portrayed, for a more personalized attention.
- Load balancing by attention groups. (Groups of agents).
- Blacklist: Allows you to create blacklists of customers, to avoid the entry of customer interactions that do not comply with the company's customer service policies.
For Administrators
- Differentiation of service groups by campaign: It allows differentiating the different service groups of the Service Center by campaigns.
- Automatic closing of chats "out of hours": Allows the configuration of schedules to avoid the entry of interactions outside of office hours.
- Differentiated service hours: It allows the creation of service hours, having the ability to have different hours per day.
- Outbound Email channel: Allows the sending of Outbound interactions through all supported channels.
- Balance Routing: It allows balancing the load between the different campaigns, to ensure the levels of attention.
- Portfolio: It allows defining the different client portfolios that agents may have.
- Definition of holidays.
- Bulk upload of contact information.
- Chat closure events: It is possible to configure the Chat closure for defined times, in case of particular events.
- Time zone adjustment by country.
- Auto reply to clients not registered.
For Supervisors
- Real-time visualization of the number of active agents, agents on pause, queued chats, chats attended during the day, etc.
- Online monitoring: Allows monitoring of agent interactions, including Whisper capability.
- Viewing historical chats.
- Display filters.
- Chat Summary Repository, Chat Details, Agent Performance, Agent Logs, Extended Chat Summary, Performance by Agent / Day, etc.
Historical Reports:
- Dashboard - Chats closed by typifications.
- Dashboard - Record of chats by typifications.
- Dashboard - Typification by agent, channel, month.
- Dashboard - Chats by agent.
- Dashboard - Performance by agent.
- Dashboard - Data by agent.
- Dashboard - Record of chats by agent.
- Dashboard - Channel information by typifications, agents and months.
- Dashboard - Data per channel.
- Dashboard - Record of chats by channel.
- Dashboard - Information of the month by typifications, agents and channels.
- Dashboard - Data per month.
- Dashboard - General Campaign Summary.
- Dashboard - Service level.
Telephony
Be Aware 360® already provides connectors for the contact center platforms of Genesys (PureCloud) and Collab (Nubitalk).
Genesys
Genesys, number 1 in the world in contactability platform, has recognized the value of Be Aware 360® incorporating it in its selection of solutions for its clients through its AppFoundry here.
Nubitalk
Nubitalk is a scalable solution for small and large companies, which stands out for its flexibility, easy configuration and security.
Security and Identity
Biometric authentication: a customer's vision
What makes a customer happy? Directly address your problem without having to prove who you are.
Be Aware 360® It is already integrated with the most advanced of NUANCE biometric security solutions that allows customers to authenticate simply with their voice, face or other biometric modalities, which results in an increase in customer satisfaction, because they are authenticated in a natural with the sound of your voice, with your face or even the way you interact with the device and minor losses due to fraud.
Authentication meets innovation
Be Aware 360® combines a variety of biometric technologies from Nuance to help you deliver a seamless and secure customer experience.
Identification via voice password
State-of-the-art multimodal biometrics are available to authenticate customers before they contact an agent. This authentication is done using a spoken password so your customers don't have to remember a complicated password or PIN code.
Authentication without interruption
Allows you to authenticate a user while an agent talks to their customer. Compare the voice of the phone with the recorded voice print and notify the agent in real time.
Identification with a selfie
Now your customers can choose to identify themselves with a selfie (photo taken with their mobile phone). Customers like being able to choose how to identify themselves (sometimes there is too much background noise to analyze voice), and offering another form of secure biometric authentication is more than enough to improve customer satisfaction. Additionally, by providing another biometric modality you can create layered identification, which offers additional security for high-risk transactions.
Authentication through virtual assistant
Add a level of security and fraud prevention to conversations that take place on your website, messaging applications and even via SMS. It allows your customers to authenticate automatically through a spoken password or selfie.
Be Aware Social
Be Aware Social, is a SaaS Omnichannel Chat platform, integrated, controlled and efficient that improves the quality of response of companies to their customers through Human Attention and Artificial intelligence applied to ChatBots with natural language and Semantic Analytics. It comes in three models of attention, human, automated (bots and self-service) and mixed that allows combining bots with human attention.
At the same time, associated cases can be viewed on the same desktop or new ones can be created.
Manage social communications by opening self-service channels served by bots that reduce human interaction costs and allowing the executive to add value to important attentions.