The modern CX landscape demands a shift in customer engagement strategies, prioritizing both customer acquisition and retention. Our award-winning CX platform transcends basic support by utilizing cutting-edge AI to personalize every step of the customer journey. From targeted engagement that attracts new customers to fostering loyalty and unlocking new revenue streams, this is the future of CX.

Transforming CX and AX

1. Improve Customer Outreach with Outbound Email Support

Agents can now take charge of customer interactions by proactively reaching out via email, whether it’s initiating new conversations or following up on completed or inactive ones. This capability empowers agents to drive engagement without waiting for customers to initiate contact, ensuring timely responses and efficient closure of conversations. With a simple click on the ‘+’ icon in the [24]7 Assist Task Manager or using the hamburger menu in the Performance Dashboard, agents can easily access the tools needed to send emails, including entering recipient details, subject lines, and selecting queues, streamlining the communication process for enhanced agent productivity.

2. Optimize Productivity: Streamlined status transitions for voice agents

When handling a call, agents can now pick the status they want to be in once the call is over. The system will automatically switch them to that status only after the call ends, making sure their Auxiliary (AUX) time is accurately tracked without mixing it up with productive time.

Additionally, for agents making back-to-back outbound calls, the platform ensures they won’t get inbound calls in between. It automatically puts them in the right status to keep making those outbound calls smoothly. These enhancements help operation teams measure agent productivity and monitor performance better.

3. Simplified Payments with Enhanced Card Design

Customers can now enter their credit card details in Active Cards—card number, expiry date, and CVV—quickly and accurately.

• Credit Card number, Expiry Date and CVV fields would present option for auto fill from saved payment card details in browser. Auto-fill saves time and reduces errors by reusing stored information.
• Scan new card option would be triggered by web browser on mobile devices.
• In mobile devices for Credit Card number, Expiry Date and CVV fields users will be presented with a keypad with only numbers if they choose to enter details.

This new feature ensures a faster, more efficient payment experience.

4. Enable Agents to Handle Voice and Email interactions from a Unified Console

[24]7 Assist now supports a Hybrid Agent Console, which will enable Agents and supervisors to handle both voice and email interactions from a single, integrated console.

Supervisors gain comprehensive insights into your team’s performance with our enhanced Performance Dashboard. This feature provides real-time data on voice, and email channels, allowing supervisors to monitor and optimize operations effectively. With new custom roles, agents can log in simultaneously to the embedded softphone console for voice and the full console for email.

5. Effortlessly Manage After-Hours Inquiries with Voicemail Feature:

Ensure uninterrupted customer service with our voicemail feature! Capture every inquiry, even after hours. Customers, whose calls have been escalated from IVRs, can now leave voicemails for callbacks, and supervisors can easily access them in the Performance Dashboard for prompt follow-up. This allows you to promptly address inquiries and build trust with your audience, even when your agents are offline.

Conversation Automation

FAQ Bots that understand contextual nuances:

[24]7 Answers, now powered by semantic search, understands the context and meaning behind a user’s query rather than just matching keywords. It goes beyond traditional keyword-based search by analyzing “why” the user is sending a message, and the relationship between words, phrases, and concepts. This allows the system to return more relevant results by considering synonyms, related terms, and the user’s overall intent, ultimately providing a more accurate and comprehensive search experience.

Workforce Engagement Management

Automatically Protect Sensitive Payment Info in Customer Calls:

Credit card and CVV details are PCI data points that frequently get shared during conversations with contact center agents as they assist callers through payment processes. To ensure compliance, [24]7 Conversation Insight now has the capability to identify and redact this information from both text and voice conversations.

This feature is especially beneficial for our clients who are new to advanced solutions like secure payment cards. It empowers them to safely assist customers with payments during conversations and effectively manage situations where customers inadvertently share sensitive information with the agent.