Our strategy is comprehensive to provide immediate solutions to our clients and in this way increase customer satisfaction and the commercial value of your company based on the optimization of your processes when interacting with your clients through our technology.
HERRAMIENTAS
Omnichannel Platform
Automatic distributor
of calls
Customer Relationship
Management
Instant messaging
Reporting Program
Single and intuitive interface with OneContact Portal
1. Customizable, Simple and intuitive interface. Includes all channels (Voice, Whatsapp, Email, Facebook, Chat) and it can be integrated with your CRM or AIVA CRM.
2. WebRTC based with enterprise grade audio quality, voice and screen recording, notification mechanisms and chat with supervisors.
1. Monitor, Provision and Analyze the activity of the Contact Center via web browser or mobile app, with advanced reporting tools;
2. Supervisors can view agents and teams in real time, analyse call center’s performance through dynamic graphs or wallboards, and create, track and boost KPIs.
1. Create Ivr, Chat and Vocal BOT
flows, using Microsoft, Google or IBM artificial intelligence engines.
2. Analyse recordings and speech
to extract valuable insights.
3. Empower your agents with a Live
Assistant to improve quality and
handling times.
1. Track customer’s interactions with leading CRM solutions.
2. You can also use our AIVACRM, an omni-channel contact care system, with the interaction history for every client.
3. Both options (CRM or CIH) will provide instant popup of customer file, creation of new interaction and voice/chat recording.
Add - ons
Client Portal
We can design you a customer portal completely customized to the corporate image of your company, where your customers can self-manage orders or appointments, always with the support of our AI and our agents.
AivaContact Workforce Optimization
Manage workflows, schedule with efficacy and empower teams. ACWO is a management tool tailored for operational performance.
Key Benefits
Intuitive, unified and
omnichannel interface
Feature rich
customizable platform
Flexible and scalable
deployment options
Quote
Cloud Contact Center with advanced features
Key Features for the best customer experience
Engage your audience,enhance your reach
Easily create and configure Inbound services:
Multimedia Routing: It queues and routes the inquiry to the rightagent, based
on a set of rules. Combines multiple channels into one single routing strategy.
IVR and AI based Flows: IVR reduce waiting queues, redirect communication and helps to filter interactions. AivaContact takes IVR a step further with the creation of flows of intents with Chat or Vocal Bot assistance.
Maximize your outbound reach with 3 types of dialer:
1. Preview Dialer: agent can check information about the contact before dialing.
2. Power Dialer: Automatically dials and distributes calls. When a contact picks ups
the call is delivered to an agent
3.Predictive Dialer: Automated dialing system that anticipates agent availability and
adjusts the dialing rate accordingly. Intelligent algorithms predict how many dials should
be done. Dialing behavior is customizable to business needs.
A 360º contact center management platform that combines multiple communication channels: voice, video, e-mail, social media and chat (WhatsApp, Facebook Messenger and Skype). A unified customer experience that can be delivered to different scales and business models.
Browser Based
Available everywhere.
Real-time Monitoring
Intelligent Routing
Distributes inbound interactions among the agents, while applying routing rules and call flow routing scripts.
Caller ID, Voice & Screen Recording
Self-Service
Via IVR and Bots.
Quality Monitoring
With Speech Analytics &
Sentiment Analysis.
Inbound, Outbound & Blended
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