Intelligent Communications Manager ICM For Cisco– AI Hybrid Chat

Intelligent Communications Manager for Salesforce is a chatbot powered by AI that can assist businesses in managing customer interactions and inquiries.

Creating the Best Customer Experience

The art of customer service has developed and is evolving with the growth of communication channels. Customer experience is built on the customer journey. Intelligent Communication Manager (ICM) bridges these requirement gaps between organisation and customer through consistent omnichannel experience across many different chat communication channels. A steady and optimal customer experience is what is needed to address the demands of today’s customer. ICM bridges these requirements between organization and customer through consistent omnichannel experience across many different chat communication channels.

ICM AI hybrid chat provides contact centers with a consistent Omnichannel customer experience for organisations using Cisco Contact Center UCCX UCCE

ICM is designed to bring instant and effective communication between you and your customer, efficiently handling all customer requests intelligently through Google Dialog flow or (any chatbot like Microsoft, IBM Watson Etc.) and seamlessly connecting your customers to the live agents, improving customer satisfaction, reducing average handle time and increasing productivity.

ICM is an all-in-one solution, implemented by the professionals at Maaz Technologies; it eliminates the need for multiple teams for each chat channel, enabling access for multiple platforms such as Facebook, WhatsApp, email, Twitter and Web to a single platform. ICM, tailored to support your business enabling:

Simple, Intuitive and Steady with Intelligent chatbot capabilities

Advanced Intelligent chat routing and Queuing Capabilities

Conversation with Customers from different chat channels

Artificial Intelligent Enabled Response

ICM solution uses AI-driven Natural Language Processing to respond to Customers, with support of up to 40 languages, and real-time detection of customer sentiment, identifying any negative customer feedback, improving customer experience, and eventually increasing sales revenue

Visualization and Analytics

Intelligent communication manager gives 360-degree insights into customer interactions with chatbot, and agents through visualizations. Administrators and Supervisors can view the metrics and analytics. These analytics are extremely valuable for companies in driving sales revenue, and to better understand the customers feedback about the company’s products and features

Conversational Dashboard

Channel Dashboard

Channel Dashboards visualize all the incoming conversations through different channels. It helps you monitor the traffic of each social channel

Bot Dashboard

Dashboard with bot visualization assists you to improve your bot. It gives graphs related to the bot’s conversation rate, resolution rate, bot resolution time, and further details

Sentiment Analysis Dashboard

Sentiment Analysis shows the sentiment of each customer, it shows the user Avg. Sentiment pulse of the customer. It helps the organization to accurately gauge the feedback and sentiments of customers about its products and services.

Features

Power Virtual Agents

Human-like natural conversations; understand the context of the chat to have human-like interactions with the customer.

OmniChannel Availability

Reduce expenses and increase the profitability of your products and services

Multi-lingual

Understands and converses with users in 40+ languages globally.

Visualization & Analytics

Detailed analytics of the solution with several dashboards including channel breakdown, sentiment analysis, agent response, etc.

Intelligent Chat Routing

Recognizes customer identification from on-chat arrival and correlates previous chat events for the same customer in CRM for reporting