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Call Center Deflection

Proactive communications reduce call center costs by informing customers with the right information at the right time

Proactively deliver on customer intent, before they need to ask

 

Customer Satisfaction
Improve customer satisfaction levels with proactive support that delivers better brand experiences
Operation Excellence
Free up your live agents to resolve high-touch customer needs using the power of AI and machine learning
Data Enrichment
Unify disparate data silos and automatically enrich customer information for hyper-personalized communications
Support Costs
Reduce Cost to Serve using self-service tools that intelligently move customer care interactions to more cost-effective channels

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 

Plug-and-Play Integrations
Low-code/No-code turnkey integrations enabling legacy systems to meet modern customer expectations
Compliance Management
Embedded consent and preference management tools automating TCPA, HIPAA, and industry regulatory frameworks
Cross Channel Orchestration
Relevant and contextual conversations over the channels your customers prefer
Real-Time Analytics
Robust reporting and dashboard tools delivering predictive and adaptive insight
Dynamic Automations
Intelligent workflows with embedded decision logic that understands intent and provides useful tools for self-resolution
Self-Service Tools
Embedded augmentations that align the relevance of your communication with the tools your customer needs for self-resolution
Drip Campaigns
Application logic that understands where your customer is in their journey and provides the guidance and education necessary to encourage their next best action
On-Demand Scaling
Throttling logic to dynamically align engagement rates with call center activity resulting in predictable workforce coverage and customer success  

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Customer Preferences

Customer Preference

77% of consumers say that companies should let them decide how they can contact them.

-Gartner

Proactive Communications

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.

Proactive Preference

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.

CONTROLLED COMMUNICATIONS

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.

Self-Service Channels

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.

Integrations

Low code/no code

Our customer engagement platform easily integrates with the systems and applications you already use. Quickly and easily connecting your CRM, CIS, and legacy systems for a seamless customer experience.

Connect with clicks or code

Message Broadcast gives you flexible platform access via web and secure APIs

Platform APIs

Add omnichannel communications to your existing applications with our platform APIs.

Web Interface

Create, manage, and deploy mission-critical messaging programs with our web based interface.