SURE PETCARE DRAMATICALLY IMPROVES CUSTOMER AND AGENT EXPERIENCE

Faced with bringing their multi-lingual contact centre in-house, Sure Petcare now precisely routes calls to agents who speak the right language or to agents that last spoke with the customer. The NewVoiceMedia cloud solution, tightly integrated with Salesforce, also ensures Sure Petcare keeps their agents happy with remote and flexible working, resulting in great CX and NPS scores.

THE INTIMATE RELATIONSHIP BETWEEN ACD AND CRM

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Routing (ACD) Features

Set the queue

Boost operational efficiency by routing to the longest waiting agent, to an agent with a particular skill, or try many other routing possibilities that reflect your priorities.

Skills based routing

The ACD becomes a Universal Contact Distributor (UCD), which can be used in conjunction with the Skill Tagger and Set SLA applets for intelligent routing without using many different ACDs and groups.

Inbound routing for all interactions

Routing can be applied to voice, email, chat, social and SMS, decreasing the time it takes for customers to find answers. Use any combination of ACD route and queue types to support and differentiate your customer service strategy.

ACD for Management

An ACD allows managers to engage in call monitoring, call conferencing, call barging and whisper coaching. These features enhance the coaching process as well as managerial practices. The ACD also collects data to facilitate real-time and historical reporting.

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