Bpm`online customer engagement center

Single window of the operator

Give an opportunity to the call center operator most effectively to work with daily tasks, using the preconfigured workplace. Within a single window the employee can easily work with queues of addresses, make mass communications, communicate on corporate social network and trace own performance indicators, without switching between sections of bpm'online customer engagement Center.

Management of queues

Provide the head of contact center with an ability to manage the mass proceeding and entering communications. The instrument of setup of queues will allow to plan timely work with a flow of addresses, to set parameters, to define priorities and to appoint a team of operators.

2015

The international research company Gartner included the product bpm'online customer engagement Center in the rating of the best CRM solutions for management of customer service and mass omnichannel communications — Magic Quadrant Gartner (Gartner CRM Customer Engagement Center Magic Quadrant, 2015).

The magic quadrant of Gartner is a visualization of the current situation in different spheres of the IT market. In focus of a research of the international analysts not only quality and possibilities of products, but also strategy, the work processes put in a product of methodology and technology of vendors. Such assessment allows to define competitiveness and reputation of the company in the market.

The product bpm'online customer engagement Center was highly appreciated by analysts and users thanks to a full range of tools for the organization of faultless customer service. The functionality of a single window of the operator allows the companies to manage effectively mass addresses on all communication channels. And the unified register of addresses and the built-in knowledge base provide the high speed and quality of processing of client requests.