Campaign Management

Personalized Ad Targeting Across Leading Social Platforms: [24]7 Target now empowers brands to scale campaigns and boost engagement through programmatic ads on open web and walled garden platforms like Facebook, Instagram, YouTube, TikTok, and Snapchat. Deliver hyper-personalized display and video ads by leveraging data signals such as demographics, user behavior, and real-time factors like weather. Optimize content to align with each platform’s unique features, ensuring improved customer outreach and engagement.

Customer Engagement

Expanded Channel Coverage for Seamless Omnichannel Engagement: [24]7 Engagement Cloud now offers support across an expanded range of channels, including WhatsApp, SMS, MMS, RCS, Facebook Messenger, Instagram, and more. This enhancement adds to the robust channels we already support (such as Apple Messages for Business), ensuring seamless interactions across customer-preferred platforms.

Immersive Customer Engagement Through Video Chat: The new Video Chat feature in [24]7 Assist enables real-time engagement between Customers and Client Representatives – through a combination of video, audio, screen sharing and chat. This delivers a differentiated, immersive experience, driving higher first-contact resolution.

Agent Experience

Real Time Insights for Agents for Improved Productivity: The Performance Dashboard in [24]7 Assist is now accessible to agents, previously exclusive to supervisors. Agents now get a simplified, filtered view of key metrics and can track their daily and historical performance.

Comprehensive Agent Training Dashboard and Report:The Agent Training Report and Dashboard feature provides a comprehensive and visual representation of agent performance during training simulations, enabling trainers and supervisors to track progress and identify areas for improvement at both batch and individual levels.

Agent Training Report: The agent training report captures detailed metrics for each training simulation at the conversation level. For every simulation, the report logs the unique conversation ID, the participating agent, and the simulation parameters such as intent, sub-intent, persona, and sentiment. It also includes essential performance metrics like handle time, overall ratings, and skill-specific ratings. The report serves as a foundational tool for understanding how agents are performing on specific skills and simulations, enabling targeted feedback and better decision-making.

Agent Training Dashboard: Complementing the report, the Agent Training Dashboard offers a visual, aggregated view of training data. Trainers can filter data by specific training batches, which are uniquely numbered, to gain insights into batch-level performance. The dashboard displays key metrics, including the number of trainees in a batch, the total simulations completed, average ratings, and trends in performance over time.

Conversational Intelligence

Consolidated Quality Evaluation ReportSupervisors can now access a consolidated QA Evaluation report in [24]7 Conversation Insights, bringing together all data from the built-in QA Evaluation form into a single, streamlined view. Metrics from the QA form, such as agent performance, quality scores, and compliance details, are displayed as columns for easy analysis. This comprehensive report enables supervisors to track trends, assess agent-specific performance, and drive improvements in quality assurance.

External Data Integration into [24]7 Conversation Insights (CI):CI now supports seamless integration of static data from external CCaaS platforms (such as Genesys, Nice, Five9) into its Analytics Dashboard. This feature enables teams to visualize data from external sources for chart creation, trend analysis, report generation, and enhanced quality management.