Features
We offer an effective combination of broad customer service expertise and deep product knowledge to ensure customer experience.
Price
Processes
Multi-channel Integration
Reports
Integration
Mobility
Field Service
Security
Others
Price
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Annual Payment (per named agent, per month) | Starting at US $19 | Starting at US $49 | From US $99 | Starting at US $69 | |
| Monthly Payment (per named agent, per month) | Starting at US $25 | Starting at US $59 | From US $131 | Starting at US $85 |
Processes
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Process Design / Processes via Configuration | |||||
| Process Design / Processes via Configuration | |||||
| Application integration capability | |||||
| Structured predefined (not dynamic) | |||||
| Collaborative dynamics | |||||
| SLA, scaling cases, referrals |
Multi-channel Integration
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
Social Networks Channel:
| It includes
| ||||
| WhatsApp business Outbound (HSM) | Official WhatsApp Business, with delivery confirmation and response. | ||||
| Self-Attention Robot for Social Networks | Self-service robot agnostic to the social media channel. Ticket generation. NPS Surveys: NPS Survey Robot. | ||||
| Connector for Genesys, Avaya or Asterisk | Requieres Genesys PureCloud | ||||
| E-Mail Channel | Requieres Genesys PureCloud | ||||
| Telephone Channel | Requieres Genesys PureCloud | ||||
| Social Networks Channel (Facebook, Twitter) | Requieres Genesys PureCloud | ||||
| Chat, Callback and other supported channels | Requieres Genesys PureCloud | ||||
| Routing by Skills | Requieres Genesys PureCloud | ||||
| Recording of calls associated with Be Aware cases/tickets | Requieres Genesys PureCloud | ||||
| Automated Inboud and Outbound campaigns | Requieres Genesys PureCloud | ||||
| PCI support for secure payment support | Requieres Genesys PureCloud | ||||
| In-house agents, in outsourcing, working from home, self-service | Requieres Genesys PureCloud | ||||
| Contact Center Management – Quality Management, Real Time Monitoring | Requieres Genesys PureCloud | ||||
| Contact Center Management – Workforce Management | Requieres Genesys PureCloud |
Reports
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Multi-channel Contact Center Management | Requieres Genesys PureCloud | ||||
| Pre-designed case/ticket management standards | |||||
| Customized | |||||
| Advanced Analytics |
Integration
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| 360º vision in agent console (integration via URL and JSON) | Allows one click access to customer information (contained in the company’s systems) | ||||
| Attachment of documents and files | Up to 1MB | Up to 20MB | Up to 20MB | Up to 20MB | Maximum size of attachments per case |
| Customized Fields | |||||
| REST Open API for application integration | Integrate Be Aware 360® client applications (from/to), to add functionality to your systems. |
Mobility
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Mobile Agent (Android, iOS) | iOS and Android support via Responsive Agent Console Web Application | ||||
| Native App for Agent and Supervisor (Android, iOS) | Roadmap | Roadmap | Roadmap | Roadmap | |
| Mobile Client Portal (Android, iOS) |
Field Service
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Field Customer Service | Support to crews in the field, management of calendars and routes. | ||||
| Activities / Work orders in the field | |||||
| Dispatcher for staff in the field | User Crew Dispatcher |
Security
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Audit Log | All actions performed on the case/ticket are recorded (what, who, when) | ||||
| Pass Trough Authentication (PTA) | |||||
| Single Sign On (SSO) |
Others
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Predictive models | |||||
| Responsive Design | |||||
| Guaranteed UpTime | 99.5% | 99.5% | 99.5% | 99.5% | |
| SLA-related credits | |||||
| Support | 8×5 | 7×24 | 7×24 | 7×24 | |
| Surveys | |||||
| NPS surveys | Roadmap | Roadmap | Roadmap | ||
| Customizable opening hours | |||||
| Time Tracking (Case Service Time) | |||||
| Configurable Home screen | |||||
| Fine grain configurable user profiles | User v/s Functionality (each screen) v/s Actions (list, view, create, modify, delete, home) | ||||
| User Status | The agent can set status (Available, Busy, Other) | ||||
| Contacts | |||||
| Organizations (client companies) | |||||
| Case History / Tickets | |||||
| Operational Data Mining | Extraction of operational data to external repositories (cases, contacts and operations) | ||||
| Responsive Customer Portal | Customer portal for tracking status of cases | ||||
| Knowledge base | |||||
| Responsible Unified Desktop | |||||
| Case classification | |||||
| Number of Profiles and Roles | Unlimited | Unlimited | Unlimited | Unlimited |
Price
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Annual Payment (per named agent, per month) | Starting at US $19 | Starting at US $49 | From US $99 | Starting at US $69 | |
| Monthly Payment (per named agent, per month) | Starting at US $25 | Starting at US $59 | From US $131 | Starting at US $85 |
Processes
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Process Design / Processes via Configuration | |||||
| Process Design / Processes via Configuration | |||||
| Application integration capability | |||||
| Structured predefined (not dynamic) | |||||
| Collaborative dynamics | |||||
| SLA, scaling cases, referrals |
Multi-channel Integration
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
Social Networks Channel:
| It includes
| ||||
| WhatsApp business Outbound (HSM) | Official WhatsApp Business, with delivery confirmation and response. | ||||
| Self-Attention Robot for Social Networks | Self-service robot agnostic to the social media channel. Ticket generation. NPS Surveys: NPS Survey Robot. | ||||
| Connector for Genesys, Avaya or Asterisk | Requieres Genesys PureCloud | ||||
| E-Mail Channel | Requieres Genesys PureCloud | ||||
| Telephone Channel | Requieres Genesys PureCloud | ||||
| Social Networks Channel (Facebook, Twitter) | Requieres Genesys PureCloud | ||||
| Chat, Callback and other supported channels | Requieres Genesys PureCloud | ||||
| Routing by Skills | Requieres Genesys PureCloud | ||||
| Recording of calls associated with Be Aware cases/tickets | Requieres Genesys PureCloud | ||||
| Automated Inboud and Outbound campaigns | Requieres Genesys PureCloud | ||||
| PCI support for secure payment support | Requieres Genesys PureCloud | ||||
| In-house agents, in outsourcing, working from home, self-service | Requieres Genesys PureCloud | ||||
| Contact Center Management – Quality Management, Real Time Monitoring | Requieres Genesys PureCloud | ||||
| Contact Center Management – Workforce Management | Requieres Genesys PureCloud |
Reports
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Multi-channel Contact Center Management | Requieres Genesys PureCloud | ||||
| Pre-designed case/ticket management standards | |||||
| Customized | |||||
| Advanced Analytics |
Integration
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| 360º vision in agent console (integration via URL and JSON) | Allows one click access to customer information (contained in the company’s systems) | ||||
| Attachment of documents and files | Up to 1MB | Up to 20MB | Up to 20MB | Up to 20MB | Maximum size of attachments per case |
| Customized Fields | |||||
| REST Open API for application integration | Integrate Be Aware 360® client applications (from/to), to add functionality to your systems. |
Mobility
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Mobile Agent (Android, iOS) | iOS and Android support via Responsive Agent Console Web Application | ||||
| Native App for Agent and Supervisor (Android, iOS) | Roadmap | Roadmap | Roadmap | Roadmap | |
| Mobile Client Portal (Android, iOS) |
Field Service
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Field Customer Service | Support to crews in the field, management of calendars and routes. | ||||
| Activities / Work orders in the field | |||||
| Dispatcher for staff in the field | User Crew Dispatcher |
Security
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Audit Log | All actions performed on the case/ticket are recorded (what, who, when) | ||||
| Pass Trough Authentication (PTA) | |||||
| Single Sign On (SSO) |
Others
| FEATURE | PROFESSIONAL | ENTERPRISE | ENTERPRISE SOCIAL NETWORKS | CONTACT CENTER CONNECTOR | NOTES |
|---|---|---|---|---|---|
| Predictive models | |||||
| Responsive Design | |||||
| Guaranteed UpTime | 99.5% | 99.5% | 99.5% | 99.5% | |
| SLA-related credits | |||||
| Support | 8×5 | 7×24 | 7×24 | 7×24 | |
| Surveys | |||||
| NPS surveys | Roadmap | Roadmap | Roadmap | ||
| Customizable opening hours | |||||
| Time Tracking (Case Service Time) | |||||
| Configurable Home screen | |||||
| Fine grain configurable user profiles | User v/s Functionality (each screen) v/s Actions (list, view, create, modify, delete, home) | ||||
| User Status | The agent can set status (Available, Busy, Other) | ||||
| Contacts | |||||
| Organizations (client companies) | |||||
| Case History / Tickets | |||||
| Operational Data Mining | Extraction of operational data to external repositories (cases, contacts and operations) | ||||
| Responsive Customer Portal | Customer portal for tracking status of cases | ||||
| Knowledge base | |||||
| Responsible Unified Desktop | |||||
| Case classification | |||||
| Number of Profiles and Roles | Unlimited | Unlimited | Unlimited | Unlimited |
| Available |  |
| Planned for next release | Roadmap |
| Not Available | – |
| Available as an add-on | $ |