Features

PROFESSIONAL
ENTERPRISE
CONTACT CENTER
NOTES
Annual Payment (per named agent, per month)
Starting at US $19
Starting at US $49
Starting at US $69
Monthly Payment (per named agent, per month)
Starting at US $25
Starting at US $59
Starting at US $85
Process Design / Processes via Configuration
Application integration capability
Checklist with list of tasks to be performed in each step
Structured predefined (not dynamic)
Collaborative dynamics
SLA, scaling cases, referrals
Genesys PureCloud Connector
  
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

 

Multi-channel Contact Center Management
$$
Requieres Genesys PureCloud
Pre-designed case/ticket management standards
 
Customized
 
Advanced Analytics
$$
$$
 
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
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.
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
Mobile Client Portal (Android, iOS)
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

 

Audit Log
All actions performed on the case/ticket are recorded (what, who, when)
Pass Trough Authentication (PTA)
Single Sign On (SSO)
Predictive models
$$
$$
 
Responsive Design
 
Guaranteed UpTime
99.9%
99.99%
99.99%
 
SLA-related credits
 
Support
8×5
7×24
7×24
 
Surveys
 
NPS surveys
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
Responsible Unified Desktop
$$
$$
$$
 
Responsible Unified Desktop
 
Case classification
 
Number of Profiles and Roles
Unlimited
Unlimited
Unlimited
 
Available
Planned for next release
Roadmap
Not Available
Available as an add-on
$$

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