Closer to your customers.
VIP clients often request video assistance: customers virtually sit at the same desk with service desk agents regardless where they are in the world. Share desktop to show the right steps, reproduce errors to find solution and close the case faster without groping in the dark – even from mobile. Meanwhile at the customer service desk your agent can see everything about the customer: full history, previous issues with applied solutions, as well as suggested articles for the currently upcoming problem. It is easy to find the correct manual without asking recall option from the user.
First case first. Only with the best possible support.
Omni-Channel routing not just eliminates administrative work of manual case assignment, but it replaces it with intelligent automation. Customer Service agents receive cases as per their knowledge and certifications automatically with prioritization included: first things first, the staff starts working on the most important issues, but automation pursues solving old issues as well keeping the balance between time and criticality. All in all it makes your team integrated and customers satisfied.