Today’s customers want support on all digital channels – website, social media, voice, and applications. And organizations need to have a contact center that goes beyond calls. For an elevated customer experience, enterprises need to know the customers and when to engage. With our AI and automation capabilities, customers can improve agent productivity, increase first-call resolution rate, and improve CSAT and ESAT.
Be where your customers are. Give your customers the easiest, frictionless communication channels they prefer. Straviso’s Contact Center Cloud is an all-in-one suite of digital capabilities — enhanced with chatbots and predictive artificial intelligence (AI), that lets your employees and customers engage in seamless communication across voice and digital channels anywhere, anytime.
Integrate your mission-critical applications with third-party systems – workforce management systems, CRM, SAP, collaboration tools like MS Team, Zoom.
Deliver excellent customer experiences by simplifying and personalizing engagements. Our conversational AI bots for voice chat interact with customers for a unified experience. Bots eliminate blind transfers by collecting information upfront, empowering agents to deliver more personalized service.
Make every interaction count. Deliver customer service excellence using our AI models purpose-built for CX to analyze every second of every conversation. With intuitive dashboards and performance analytics, supervisors can analyze average wait times and get insights to boost first contact resolution, agent efficiency, and more.
Offering high-quality AI-enabled enterprise products, StraViso believes in giving the best to all business customers.
Watch the demoA cloud contact center platform helps businesses manage customer interactions through voice and digital channels using a cloud-based solution. Depending on its capabilities, it can bring together customer self-service, agent-assisted support, and contact center performance analytics in one environment.
Omnichannel contact center software enables businesses to support customers across multiple communication channels, such as voice and digital channels. The goal is to give customers convenient ways to reach support while helping service teams manage interactions across those channels.
AI can support customer service through conversational bots, automation, and analysis of customer interactions. These capabilities can help handle customer queries, provide agents with relevant information, and identify areas where service processes may need improvement. The results depend on how the AI capabilities are configured and used.
Conversational AI bots can interact with customers through voice or chat, helping address queries without requiring an agent for every interaction. They can also collect relevant information before transferring a customer to an agent, helping reduce blind transfers and giving agents more context to handle the request.
Customer self-service allows people to seek information or resolve supported queries through tools such as conversational bots. Agent-assisted support involves a human representative helping with a customer’s request. A contact center can combine both approaches so that customers can use self-service where appropriate and receive human assistance when needed.
Contact center integrations can connect customer service workflows with other business applications. Supported integrations vary by platform. StraViso Contact Center Cloud identifies integrations with CRM systems, SAP, workforce management systems, and collaboration tools such as Microsoft Teams and Zoom. Businesses should verify support for their specific applications and requirements before implementation.
Contact center analytics help supervisors understand service performance and identify opportunities for improvement. Useful measures can include average wait time, first contact resolution, and agent efficiency. Dashboards and performance analytics make it easier to review these indicators and investigate where customer service processes may be falling short.
First contact resolution measures how often a customer’s issue is resolved during the initial interaction without requiring additional contact to resolve the same issue. A higher rate can indicate that customers are getting answers efficiently. Contact center teams can review resolution trends alongside wait times and agent performance to identify opportunities to improve service.
Workforce engagement management refers to capabilities that help organizations support and manage contact center employees. The exact features vary by platform. StraViso lists native workforce engagement management as part of its Contact Center Cloud offering, but specific functions should be evaluated against the organization’s requirements.
Businesses should consider the communication channels they need to support, the balance between self-service and agent-assisted support, available integrations, analytics capabilities, and workforce management requirements. They should also assess how the platform fits existing systems and which capabilities are included in the proposed solution.
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