For your customer, their experience starts when they dial your number. How long they wait, the complexity of voice menus, and who they’re connected to, all determine whether the experience is exceptionally good… or exceptionally bad.
Sesui Agent Connect puts you in control of this experience, as you manage every step of the customer journey. We allow you to draw on everything known about the caller to intelligently connect callers to the right agent. And if callers do have to queue, we use announcements to keep them updated on progress.
We give you the big picture view of your contact centre so you’re always in control.
Our real time statistics give up-to-the-second live reports so your supervisors not only better support your agents, but can quickly act to manage call flows and stay on top of volumes. You can see wait times, call durations and even listen to calls, so you have the visibility and agility to react – adjusting queue announcement, rebalancing resources and changing call distribution rules.
At a management reporting level, we’ll work with you to design tailor made reports as well as 10 preconfigured reports so you can report against client SLAs, seeing your stats on an hourly, daily and weekly basis.
The quickest way to understand how Sesui can help you, is to talk with one of our consultants. Simply complete the form and we’ll be in touch.