Product innovations and enhancements to keep our customers at the forefront of industry excellence
Accurate and timely decision-making is the cornerstone of contact center efficiency. Equipping agents, supervisors, and QA managers with accessible and actionable data, empowers businesses to effectively analyze interactions, identify patterns, and optimize customer support. As the generative AI revolution is disrupting the CX industry, innovative use cases are emerging to assist both customers and agents. Level up your contact center's operations and performance with our latest product features and transformative solutions – ultimately elevating Customer Experience.
We have competed migration for all 15 digital customers to the Google Cloud Platform. Our digital and reporting services are now cloud-ready and operationally optimized to be deployed easily on GCP or any other cloud service in the future, providing an efficient, centralized data architecture.
a. Initiating SMS conversations directly from Performance Dashboard: With this enhancement, agents can now effortlessly search for and restart SMS conversations directly from the Performance Dashboard, eliminating the need for manual data entry and reducing the risk of errors. This enhancement streamlines the SMS communication process, saving agents’ valuable time and effort.
Figure: Agent Workspace with SMS Queue Transfer Widget
This streamlined payment card experience ensures simplified card input, accurate validation, and improved CX.
Localized Bots: We provide tailored voice and digital bots in various non-English languages such as Spanish, French, and German, ensuring localized content for a seamless customer experience. For example, with a Spanish bot, all messages, responses, and menu options are automatically adapted for a natural interaction.
Auditing bot changes: The all-new History Tab in [24]7 Conversation Builder provides comprehensive visibility into the bot's design evolution, contributors, and context. This tab has a table of changes, chronologically ordered to provide a clear timeline of developments, including change types, color-coded highlights, notes, timestamps, and username who executed the change. With the filtering options, you can narrow down your search using keywords, change types, specific users who made the changes, or even by notes added. This filtering functionality makes it simple to retrieve precise information about alterations and understand the context in which they were made. Additionally, changes made to the bot can be reverted, effectively restoring it to a previous state. This action is visible in the history log, highlighting the step taken to revert the bot.
Secure Screen Recording Access via [24]7 Performance Dashboard: Users can now access and view screen recordings, directly from the Performance Dashboard, eliminating the need for extra navigation or search, and reducing the risk of unauthorized access. This feature streamlines the screen recording management process, enhances security, and enables users to focus on analyzing data and making informed decisions.
Target Outbound SMS Compliance Upgrade: [24]7 Target now empowers client admins to identify and protect personally identifiable information (PII) that may be included in data uploaded to the platform for campaigns. Clients can choose to either mask PII or nullify it for reporting events. This data will be encrypted and stored in the platform, protecting the privacy of individuals, and complying with data privacy regulations.