Features

We offer an effective combination of broad customer service expertise and deep product knowledge to ensure customer experience.

Price
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Annual Payment (per named agent, per month)Starting at US $19Starting at US $49From US $99Starting at US $69
Monthly Payment (per named agent, per month)Starting at US $25Starting at US $59From US $131Starting at US $85
Processes
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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
FEATUREPROFESSIONALENTERPRISEENTERPRISE SOCIAL NETWORKSCONTACT CENTER CONNECTORNOTES
Social Networks Channel:
  • WhatsApp Business
  • Web Chat
  • E-mail
  • Twitter direct
  • Facebook Messenger
  • Facebook Wall
  • Telegram
  • Google Hangout
It includes
  • Social media attention.
  • Attention via WhatsApp Business (Inbound):
    • Unique number for all agents.
    • It can be the same fixed number of the telephone exchange.
  • WhatsApp Business Policies, Here.
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
FEATUREPROFESSIONALENTERPRISEENTERPRISE SOCIAL NETWORKSCONTACT CENTER CONNECTORNOTES
Multi-channel Contact Center Management Requieres Genesys PureCloud
Pre-designed case/ticket management standards
Customized
Advanced Analytics
Integration
FEATUREPROFESSIONALENTERPRISEENTERPRISE SOCIAL NETWORKSCONTACT CENTER CONNECTORNOTES
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
FEATUREPROFESSIONALENTERPRISEENTERPRISE SOCIAL NETWORKSCONTACT CENTER CONNECTORNOTES
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
FEATUREPROFESSIONALENTERPRISEENTERPRISE SOCIAL NETWORKSCONTACT CENTER CONNECTORNOTES
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
FEATUREPROFESSIONALENTERPRISEENTERPRISE SOCIAL NETWORKSCONTACT CENTER CONNECTORNOTES
Audit Log All actions performed on the case/ticket are recorded (what, who, when)
Pass Trough Authentication (PTA)
Single Sign On (SSO)
Others
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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
$

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