Manually or automatically create tickets for customer interactions
across different channels - Voice, Email, SMS, Social Media, Chat etc.Unify cross channel interactions so agents can access all interaction activity, customer data, previous interactions and knowledge base from a single window.
Get an all-round view of the customer interactions with the help
of unified desktop and empower agents with insights from all
interaction channels. Drive Agent ownership with end to end ticket
visibility for your agents.
The supervisor can see the live distribution count of tickets in real time along with agent availability. Monitor different campaigns along with the SLAs graph to ensure agent productivity and alignment with the organizational goals.
Integrating an efficient ticketing system with your contact center is essential to take a leap in the customer service domain
Efficient Case Management
Faster Ticket Resolution
Enhance Agent Productivity
Improve Agent Satisfaction
Automate Mundane Activities
Improved Customer Experience
Set up Ticket SLA's and Turn around time to effecively communicate the life cycle of a ticket to agents
Assist agents by visualizing ticket's priority,
calculated based on varied factors like
ticket status, Industry Jargon, sentiment
Combine two or more different interactions into a single interaction along with an option of selecting the parent ticket to manage the hierarchy.
Agents can track tickets internally when
collaborating with other back office agents to avoid redundancy and always stay updated with the curren ticket status
Use Event and Times based rules to set in motion automated workflows for timely resolutions of cases keeping customer in loop at each status change
Get a consolidated view of all tickets from various mediums such as Voice, Chat, email, Social Media (Facebook and Twitter), and SMS.
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