There have been lots of exciting improvements to Converse CX over the past couple of months. These include:
Agent Assistant - Empower your call centre agents with Agent Assistant - our cutting-edge Agent Guidance & Call Scripting Solution - designed to enhance efficiency, improve customer interactions and streamline workflows.
Voicemails & Voiceforms – ask your customers to leave voicemails or ask structured questions as part of a voiceform and have the answers recorded, transcribed and delivered to your agents.
Absence Management - Agents can now request absences from their personal schedule that managers can then review and approve/decline. This makes it simpler to manage holidays and other absences within Converse CX.
Web Assistant Improvements – rich text formatting, more colour options, configurable background images, new button launcher styles, and more…
Capture dates and times – your Virtual Agents can now captures dates and times in IVR and chatbots.
Agent Teams - group your agents into Teams to make it easier for supervisors to manage their own team of agents, rather than having to view the entire group or filter by skill.
Slots – improve your natural language handling using slots. These are dynamic fields that are extracted from an Intent. For example, it’s now possible to create an “Order Bin” intent which captures the colour of bin the caller wishes to order
There are lots of other changes as well, so head over to the Product Updates page to find out more.
Enjoy!
The Converse CX Team!