Call Center Deflection
Proactively deliver on customer intent, before they need to ask
Call Center Deflection
Customers really want (but rarely get) is just a satisfactory solution to their service issue
-Harvard Business Review
The Message Broadcast Difference
Cross Channel Orchestration
77% of consumers say that companies should let them decide how they can contact them.
When every second counts
The majority of call center interactions occur in reaction to an event. Studies have shown that 67% of consumers are dissatisfied merely by the necessity of interacting with a call center. Today’s consumer favors the brands that require the least amount of effort. We provide technology that understands the customer journey, identifies intent, and delivers the tools that allow the customer to resolve their issue over the channels they prefer.
Capture preference at every touchpoint
Respecting customers’ preference is vital to successful communications. Our customer engagement platform transforms your automated interactions into conversational preference centers. Using purpose-built augmentations, personalized and dynamic message flows are automatically applied to outbound and inbound communications that collect, set, update, and verify customer attributes, including missing account information and channel preferences.
Voice of Customer
Optimized customer experiences
Relevant customer experiences create more satisfied customers. Our VoC programs uncover the critical drivers in your customer’s behavior to exceed their needs and improve their brand experiences. Using our interactive survey tools for voice, text and web, customer feedback is collected at critical stages in the journey to optimize customer experience and operational excellence.
Shaping Brand perception
Controlling your brand’s narrative is critical to protecting and shaping public perception. Our platform listens across all digital touchpoints and social media to detect customer sentiment and manages targeted interactions to proactively influence positive customer sentiment.
Chatbots and Visual SMS
AI-powered case resolution
Consumers expect direct and effortless paths to solve issues on their own over their preferred channels. Our virtual assistant technology automates your customer conversations using the power of AI, reducing friction while avoiding a CSR interaction. Customers are empowered with intelligent self-service tools to resolve issues on their terms.
Effortless customer care
Great customer service also exposes paths for self-resolution when a customer initiates an interaction over their preferred channel. Understanding intent and delivering a contextually relevant interaction is key to meeting your customers’ expectations. Our technology empowers customers to quickly resolve their issue without speaking with a customer care agent, reducing friction and increasing customer satisfaction.
Low code/no code
Our customer engagement platform integrates with the systems and applications you use. Leverage our APIs to connect your CRM, CIS, and legacy systems for a seamless customer experience.
Add omnichannel communications to your existing applications with our platform APIs.
Create, manage, and deploy mission-critical messaging programs with our web-based interface.