When the customer journey starts online and moves to the Contact centre
Web Voice Synchronization is a revolutionary technology that uses a simple phone call to synchronize between the browser of a website visitor and a company’s representative/CSR, thereby converting a static website into a platform for collaboration for in-bound contact centre callers. Web Voice Synchronization manages the business’ existing CTI and PBX in order to create a link, in real-time, between the Contact centre and Web infrastructure. When a customer journey begins on the company’s website and moves to the Contact centre, a significant amount of intelligence about the caller is made available such as predicted value as well as diverse variables such as time on the website, what the user has typed, referral source, affiliates, keywords, landing page, current page, browser default language, typed fields and even mouse movements.
Digital Records Access
When a web visitor calls into a contact centre, the CSR is provided with insights into the caller’s intentions based on data from the digital session that preceded the call.
Based on the data from the digital session, the queue can be prioritized. Routing can be based on the predicted value of the call and/or the relevant skills of the CSR.
During the call, the CSR can visualize content on the caller’s browsers and provide custom content in real time.
The marketing group can track the extent to which online marketing campaigns result in closed contact centre revenue.
We’re passionate about our products and would love the opportunity to demonstrate it