Unify Omnichannel Communications with Intelligent Communication Manager
The ever-evolving landscape of customer service introduces new communication channels that brands must adapt to. Ensuring a consistently positive customer experience is crucial, but disjointed communication channels can pose a challenge. Enter the Intelligent Communication Manager (ICM) – the solution to streamlining customer interactions and improving contact center efficiency.
ICM brings organizations and customers closer by delivering a consistent omnichannel experience across various chat communication channels. The Intelligent Communication Manager Gadget integrates Call Center Applications, Bots, Chat Applets, and CRM systems on a single platform, eliminating the barriers between different teams managing separate chat solutions.
ICM offers seamless integration with multiple communication channels on customers' preferred front-end platforms. This flexibility empowers your contact center to provide the best possible customer experience.
Comprehensive Chat Channel Integration
ICM supports a wide range of chat channels, including Facebook, Webchat, WhatsApp, Mobile App Reviews, Mobile App, Telegram Service, and SMS Gateway. These channels are initially managed by AI chatbots through the ICM Connector, which can be customized to use your preferred AI chatbot and front-end system.
ICM ensures quick and accurate responses to customer inquiries through trained chatbots integrated with customer databases and product catalogs. By understanding the context of each chat, ICM delivers engaging and human-like interactions with customers.
Advanced Routing and Queuing
ICM offers advanced chat routing capabilities based on parameters defined by your organization. The system recognizes customer identification from on-chat arrival and correlates previous chat events in the CRM for reporting. Live agents can handle multiple conversations simultaneously, enhancing contact center efficiency.
Leveraging AI-driven Natural Language Processing, ICM supports up to 40 languages and offers real-time detection of customer sentiment. By identifying negative feedback, ICM helps improve customer experiences and boost sales revenue.
ICM provides valuable insights through comprehensive analytics on conversational channels, bot conversations, agent engagement, abandoned rates, and sentiment analysis, enabling data-driven decision-making for contact centers.
ICM integrates effortlessly with Cisco, Avaya, and Genesys contact centers, as well as CRM systems, to enhance the efficiency of inbound and outbound call centers. Features include click-to-dial, call controls, agent status, IVR data, real-time transcription, automatic call logging, and more.
Intelligent Communication Manager offers an array of benefits for contact centers, including virtual agents for human-like interactions, omnichannel availability, multi-lingual support, visualization and analytics, and intelligent chat routing. Revolutionize your contact center engagement and elevate your brand with ICM.
