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What makes contact center software an imperative for BPOs
How satisfied do you think your customers are with your digital support approach, options or actions? Findings reveal the disconnect between business perception and customer experience reality. These disconnects can have a negative impact on brand loyalty. On the other hand, the overwhelming call volumes and manual workflows can make agents’ work life difficult which further can lead to poor performance and customer dissatisfaction. Wherein, CX automation solution is not only a game changer but a true lifesaver for BPOs for that matter.
Results that speak for themselves
90%
Automation of support queries
65%
Improved agent productivity
85%
Reduction in waiting time
52%
Improved customer satisfaction score (CSAT)
Why you should upgrade your BPO CX workflows with Engagely’s contact center software solution
Omnichannel presence- Be where your customers are
Support customers on their preferred channels that includes Voice calls, Chat, Email, Social media and more, using extensive integration capabilities across channels.
Witness the power of seamless Integrations
Engagely’s robust omnichannel CX automation product can sit on top of your in-house contact center systems and ticketing system or third-party CRM applications like Zoho, Zendesk, Freshdesk, Salesforce, Microsoft Dynamics 365, and more.
Be the enabler for your employees
The AI Agent Assist (bot) gives an AI edge to human agents by setting up/ guiding with proactive or next-appropriate-actions and intelligent recommendations in every conversation to help solve complex customer issues faster.
Drive Sentiment driven CX that your customers will love
Engagely contact center software is designed in a way that it can accurately understand the customers' emotions with its advanced AI-powered sentiment analysis capabilities and deliver responses with empathetic approach.
Redefine support with self-service approach
With Engagely’s AI automation solution, customers can get their repeated queries resolved in real time and round the clock across languages, channels and various touch points without human agent involvement.
Don’t just fix it- Transform it with the AI powered modern approach
Give your customers the experience they deserve and agents the support they expect
Disposition automation
Engagely’s Voice bot records each call between the customer and the agent. This transcriptions & extracted information further helps derive accurate outcome of the call.
Call audit
The 100% call quality audit gives you better visibility of the every customer call that further helps you identify the underlying reasons for customer dissatisfaction and agents behavior during the call.
Live transcription of calls
The call transcription helps in getting smoother access to vital customer communication information, which allows you to improve training, monitoring, and troubleshooting processes.
Interactive voice response (IVR)
Engagely takes your traditional IVR Navigation system to another level with intelligent automation. Right from accurately identifying an intent from the query to smart call distribution, it enhances your customer experience like no other.
Automation of processes
Engagely’s AI automation solution optimizes your routine and repetitive CX operational workflows while improving agent productivity and customer experience by eliminating resource intense manual processes.
Training & coaching
Prepare your agents for delivering exceptional CX by providing them timely and targeted coaching on the basis of performance monitoring.
Remarkable customer experience & notable business growth with best-in-class solutions
Engagely Automation Cloud
Automate to streamline your complete BPO workflow with AI in ITES. Engagely’s Automation suite comprises next gen Voice Bot, Chatbot and Email bot that are empowered with advanced NLP. The CX solution helps in providing real time, 24*7/365 support across languages, channels, and devices at scale.
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Unified Communication Cloud
Equip your agents with a single window console so they don’t have to struggle between too many folders and screens for responding to customer queries. Engagely.ai’s unified window console empowers agents, supervisors and Agent assist with a single platform view for all customer queries and their resolutions across channels, multi-messaging apps and devices in real time.
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Engagely Analytics Cloud
Get complete visibility on each and every conversation your customer has with your business for better And consistent results. AI driven rich analytics help you turn your customer data into an asset. It also helps you predict your customer’s behavior and, therefore, can optimize the complete customer journey.
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What makes engagely.ai stand out from others
Full stack Voice AI platform
100% browser based AI contact center
Supervisory Control
Rich analytics and actionable insights
Peer to peer connect
Exceptional customer support and engagement in 35+ channels across text and voice
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