Enjoy a paradigm-shifting anywhere anytime omnichannel customer engagement solution by providing rapid deployment to existing PBX systems and a simple streamlined user interface without sacrificing the traditional contact center features needed to enhance customer engagement and retention.
Customers
Daily Agent Logins
Annual Calls
Enabled
A Modern Approach to First Contact Resolution
Customizable UI, CRM integration, queues & skills-based routing, and omnichannel support
Menu customization, custom prompts and queue music, data connections
Customized screen pop, contact notes, WebRTC, VoIP or PSTN connectivity
Monitor and coach, real-time reports and dashboards, review call recording and message transcripts all in one place
Advanced analytics, key performance, queue history, IVR history, contact history, quick & data filter options, data drill down
Service level, average speed of answer, ACD user stats, agent timelines, queue summary, active contact in queue, routing, delivered, transferred, longest duration
Allows customer to connect using voice, text, web chat, email, and social media networks
Real-time and historical statistics and recordings to gauge interactions
Drive revenue during off-peak hours and keep agents available for critical tasks
Intuitive tools to make on-demand system changes
Browser-based, click and drag IVR designer to enable easy call flow configurations
Integrates with IP PBXs to preserve existing voice infrastructure
Supports hybrid deployments to keep existing PBX infrastructure, allows customized dial plan manipulation, and keeps the existing customer experience intact
Connects with local phone number providers, reduces TCO compared to Twilio-based vendors (no 3rd parties), and facilitates multi-site, multinational contact center presence
Integrates with key CRM platforms out of the box, consolidates multiple CRMs into single pane of glass for agents, and enables do-it-yourself configuration for businesses
Sends audio calls to phone and CRM screen pops in browser, reduces network requirements for low-bandwidth users, and delivers call detail records to reporting system for analysis
Provides Visual IVR navigation for faster problem resolution, offers simultaneous voice and chat channels for VoIP calls, and makes customer interactions more collaborative
Integrates with Mavenir’s MaaP to provide a rich messaging experience, allows customers to interact using the native messaging app on mobile, and enables chatbot and “human in the loop” capabilities
See first hand how Persona Engage can enhance customer engagement and retention
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