SKYPE FOR BUSINESS ADAPTER BY SENSIPLE
Deliver better customer experience using Skype for Business.
You know Skype for Business is a great unified communication platform. But the news is ... Skype for Business can also help you deliver great customer experience. Whether you have contact center, service desk or a simple help desk for delivering support services, integrating Skype for Business will significantly improve your customer experience and reduce costs. With Sensiple's Skype for Business Adapter, we bring the multichannel communication and real time collaboration capabilities of Skype for Business to power up your Service Delivery
- Integration of Skype for Business calls & IM with Service desk
- Softphone call control app in Service desk
- Screen pop caller details to Service desk agent
- Automatic pop up of existing tickets
- Automatic new ticket creation
- Create new Service desk ticket from Skype for Business chat window
- Open up existing Service desk ticket from Skype for Business chat window
- Save Skype for Business chat history to Service desk ticket as a comment
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MAKING THE VOICE OF CUSTOMER (VoC) BE HEARD
Voice of Customer is key to delivering strong customer experience to build brand loyalty and enhance customer experience. Sensiple’s Customer Experience Management platform helps organizations to identify valuable insights and deliver that Omni channel experience with precise, real-time intelligence. We deliver actionable VoC insights across web, mobile, IVR touch points.
Customers have unprecedented ways of expressing their dissatisfaction with a particular brand. Today, if customers are unhappy, they can easily tell millions of other people through social media. Sensiple’s Voice of the Customer solution provides multichannel listening for your direct and social media and detecting customer sentiment.
Our VoC program supports a cycle of activities like:
- Listen to Customer Feedback
- Interpreting the resulting data: Advanced analysis of feedback, including structured and unstructured data
- Reacting to improve the experience and Monitoring the Results : Actionable insights to resolve individual customer issues
Post Call Survey Solution Features
- Robust Platform- Delivering Voice of the Customer surveys at the right time, in the right place and through the right channel
- Speech Analytics-Analyzes customers’ verbatim comments to identify trends, terms of interest, etc.
- Defining Rules-define rules to automatically trigger email alerts notifying the appropriate people
- Multichannel-Collect customer feedback through web, mobile, SMS, telephone, and paper. All your Voice of the Customer survey data will appear in a single view, so no silos
- Valuable customer feedback that improves operations and first call resolution rates
- Immediate action on poor service- Delivers real-time alerts to trigger “save the customer” actions
- Identify training needs- Identify agents or teams that are continuously below average
- Quick ROI
SENSIPLE INTERACTIVE NOTIFICATION SOLUTION
Reach Out, Engage and Empower your Customers
Would you like to delight your customers, then do the unexpected. Anticipate and meet customer needs in a proactive way that simplifies and enriches their lives.
Customers today are highly frustrated with their providers, less loyal to them and, ultimately, more likely to switch to other providers. More power than before, with more choices and competition.
Sensiple’s Proactive Outbound Notification system can help you to actively deliver great customer experience and indulge your customer by addressing two fundamental questions:
- What intelligent information does the customer need, when they need it and even before they know they need it
- How do they want us to get them the information?
Sensiple’s notification system facilitates the sharing of information among a group of people through different channels like Voice and/or email and/or SMS-Text instantly. Sensiple designed and developed an advanced Notification System to address various notification requirements. Sensiple Notification System (SNS) is a high-speed, multi-channel, multi-tenant, multi user Notification system that is available in hosted and on-premise models. SNS can cater to thousands of recipients instantaneously.
- Supporting Channels – Voice, Email and SMS
- Campaign Customization and Personalization Options
- FTP Upload of Recipient Details
- Web Based Interface
- Quick Campaign Templates
- Reports by Channels, Data File Size
- Dashboard with Analysis Data
- Flexible Deployment Model (on-premises, SaaS)
- Easy integration through SNS REST API
- Support to multiple voice platforms
- Tenant/Subtenant based email & SMS gateway configuration
- Search Functionality
- Delivering thousands of messages in minutes
- Improved efficiency in managing marketing and customer service campaigns
- Deflect calls from your call center