| Feature | Benefit |
| Dynamic Guidance | - Guide agents with relevant knowledge, workflow, templates, and scripts
- Increase agent productivity and streamline processes
- Create business processes based on best practices
- Design workspaces that change based on customer, interaction, and agent skills
|
| SmartAssistant | - Provides agents possible solutions to a question or issue based on the current session history or the keywords in an incident's discussion thread
- Leverages knowledge foundation to suggest answers, reduce agent handle times, and ensure consistent, high quality customer service
|
Guided Assistance | - Provides an interactive guide to lead agents to the appropriate answer or resolutions to solve customer problems
|
| Unified Enterprise Data | - Centralize disparate enterprise data—such as order and shipping status, RMA, and address look-up—into the agent desktop
- Capture all channel communications into a single customer record
|
Unified Agent Desktop | - Manage all customer interaction channels from a unified, consistent interface
- Multi-Channel solutions include: Voice self-service and intelligent routing, Web self-service, Email response management, Chat, Co-browse, Feedback, Support Communities, Social media monitoring and management
- Integrates with leading telephony systems
|
| Configure Not Code | - Quickly adapt the system to meet changing business needs
|
Cloud Delivery | - Quickly scale up or down to meet your unique requirements
- Mission Critical infrastructure to increase compliance and lower the costs of managing risk through the strictest security standards and guaranteed consistent performance
|
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