Improve utilization and optimize interactions by rapidly deploying, allowing customer service associates. to quadruple the number of interactions they can handle concurrentlyAI-enabled conversational messaging channels. Deliver hyperpersonalized communications with built-in scalability
Navigate the new normal
and optimize channels
Contact centers are the hub of connectivity between brands and their customers. Especially during times of uncertainty, today’s customers demand hyperpersonalized, one-on-one communication, via their preferred platform. Delivering this kind of customer-centric CX requires a solution with built-in scalability. Broaden your range and meet your customers where they are via SMS, web chat, social media conversations, and even mobile apps. Our message and chat based service enables customers to get support anytime, anywhere, on any device.
MessageNOW delivers results today and positions you
well for continuing to meet customers where they are
Messaging associates are
4x more efficient
Shift voice IVR
volume to Messaging
Lower labor cost
Improve capacity and
reduce call volumes
Voice for responding to customers is an important channel, but it's not enough in today’s environment. By diverting voice to messaging you can remove friction and optimize interactions and deflect contact center volume to a channel that fits your CX goals and business outcomes. MessageNOW also helps lower labor cost per interaction by expanding the number of customer conversations an associate can concurrently handle from 1:1 up to 1:4. And asynchronous messaging doesn’t expire or evaporate, so you’ll see all prior conversations, promises, and outcomes, allowing for improved customer experiences and training opportunities. MessagingNOW is also flexible to support diverse at-home work environments, enabling associates with technological or environmental constraints. Messaging also requires minimal IT resource support and can be configured and implemented in less than 5 days.
Enable intelligent automation
and scale efficiencies
Having the right problem addressed by the right person at the right time means you can deliver CX that will wow your customers. Following the deployment of MessageNOW you can easily add deflection and intelligent automation. Bots and AI sit on the frontlines, fielding basic questions based on behind-the-scenes rules and conditioned learning. And associates take the lead on requests that require a more human approach to finding the best possible outcome. Together, AI and associates seamlessly build, manage, and optimize conversational interactions anytime and anywhere, at scale. MessageNOW also provides the ability to automatically move calls to the most effective channel using IVR deflection and includes proactive messaging so you can reach out to customers with updates. Intelligent automation and IVR deflection can go live in as little as 5 days, so you can reach your customers on their preferred channels where they already are.
Fully managed CX and operational optimization
Enable future contact analysis with data from end-to-end call deflection reports. Predefined dashboards can be used out of the box, or manipulated to create customized reports which contain unique key performance indicators. Keep a real-time pulse on customer-associate interactions via manager workspace, a centralized location for the data and agent information designed specifically for messaging interactions.
Make Your CX Strategy Sing
with Channel Orchestration
No matter how good your products and services are, in order to achieve your business goals and increase customer lifetime value, you need to be able to respond quickly to questions and concerns. Whether phone call, social media, live chat, or email, effective channel orchestration requires you to meet your customers on their preferred channel or channels. In this strategy guide, our digital customer experience consulting team outline the four keys to digital transformation and omnichannel excellence, in order to combine traditional and digital channels for CX optimization.Get the digital CX strategy guide See more resources
Optimize channels for
the current demand
Relieve capacity and optimize interactions by rapidly deploying newchannel capabilities of Web Messaging. Further reduce call volumes with IVR to Messaging, enabling agents to go from 1:1 to 1:4 and enable automated conversations. Our message and chat based service enables customers to get support anytime, anywhere, on any device.