Omni-Channel Process Designer
Configure omni-channel routing, queuing rules and complex workflow rules and introduce robotic process automation
IFS-mplsystems’ omni-channel process designer tool enables users to design complex multi stage interactions without code. Contact centre staff can create complex workflows, scripts and manage queuing and routing information for all customer communication. Users can configure these intuitive agent desktop applications to guide agents through sales and service interactions using the simple drag-drop environment, which enables staff to evolve these designs as markets and products change. External customisation or complex in-house code are no longer required to produce engaging agent desktops.
Clean, simple layout with drag & drop features for maximum efficiency
Over 40% of agent time is typically wasted on tedious, error prone, manual tasks, such as: account changes; data entry; subscription changes; refunds or simple FAQ communications. The omni-channel process designer tool also enables automation of these customer facing or back office tasks, thereby alleviating agents of repetitive cases; reducing agent frustration and errors. The nature of the communication can be identified regardless of channel or language, using advanced text analytics, following which, users can specify particular routing; queuing; auto responses; auto processing and any other appropriate next steps. The tool provides a multi-stage visual representation of the customer journey and via the simple drag-drop tool, it easily allows users to create and update these process automation rules.
Features & Benefits
- Automate and manage communication-related business processes
- Configure and modify complex multi-channel workflows
- Specify IVRs, email process flows, auto responses and templates
- Auto population of knowledge articles and FAQ responses
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