We are living in the era of customer experience, where customer has a choice! And this customer demands a seamless experience across all channels and touch points.
Now imagine having a single view of every customer interaction with your business at your fingertips: from the moment they walk into your stores or office, visit your website, tweet about your products, or reach out to your call center for help.
The reality is: you need to think beyond the traditional CRM, which alone doesn’t increase loyalty or advocacy anymore. Today customer relationship management (CRM) is more relevant than ever, but to be successful it needs customer experience management (CEM) as well.
We give you a technology that can support the infinite possibilities and unique paths comprising your customers’ journey today. Multiple communication channels are driven inside single platform with complete campaign management tools for advanced segmentation and targeted interaction management.
COCOS CEP is an unique customer engagement platform that enables your business to evolve a traditional contact center into a customer engagement center.
COCOS Customer Interaction Management (CIM) enables your contact center to:
Future is today. And today customer can interact with a company using multiple channels, often engaging them at the same time. It is important that we understand customer journey and enable her a seamless cross channel experience.
COCOS CEP enable unification of communication regardless of the used channel. Customer has a freedom of choosing his preferable channel. From his personal computer, tablet or smart phone he can make or receive an audio or video call, send or receive fax or e-mail. During chat users can co-browse or use screen and file sharing options. Making a contact was never easier, single click on a click2call button incorporated in the company's web page/app or by scanning a QR code on a printed piece of paper will do it.
Customers become very frustrated when they need your assistance and have no-one to speak to at the other end. Instead of expected instance customer service support they are facing long waiting queue times with hold music in the background.
You can enhance your customer service with COCOS Interactive Voice Response features (COCOS IVR) that traditionally enables identification, segmentation and routing of callers to the most appropriate agent within your team. It is a simple and effective and will significantly reduce costs and increase efficiency within any company.
But customers today are already using more channels at the same time. While browsing through your web site they might need additional clarification and for that they can choose chat, call or video call option directly from the web site. And they expect no less than an instant customer care agent support.
At CDE we offer you a next generation of voice response features -> COCOS Interactive Waiting Queue offering the customer a real multimedia experience. While in a waiting queue (voice, chat or video), personalized multimedia content can be displayed, such as:
Implementation of Interactive Waiting Queue will certainly keep the customer engaged and most importantly, you will be able to provide him the best service, fully automated, 24 hours a day. Furthermore, customer care support is turning into sales and revenue generator and make the waiting time of the customer to his value added.
It is all about customer experience throughout the customer journey! Customers expect you to make life easier for them, to respect their time and anticipate their needs.
As a large number of customer requests to the enterprise can have a predictable answer, empower your customers to quickly find the answer they need, using self and automated services. With COCOS, customer interactions will become simple and available 24/7.
COCOS Self Services offer you implementation of customer interactive voice dialogs or different interactive multimedia web services. If customer needs additional support, he can switch to traditional communication at any time, either by re-addressing his call to a receptionist, attendant or any preprogramed number. Or when using multimedia services by choosing agent co-browsing or screen-sharing support.
Traditional live agents alone can’t always meet the demands of today’s contact center support services. So, when large number of customers should be involved in communication the COCOS Automated Service features can be used, by using COCOS Voice Services.
In the flood of information, touch points, communication channels available, customers often lack of information. That is why far too often, customer service professionals spend the majority of their time resolving customer complaints and problems.
It is a fact that majority of customers desire proactive communication!
COCOS Proactive Outbound Manager enables you to connect with and inform customers, anticipating their needs, reaching out with useful and timely communications, and triggering execution of the right transactions and outcomes at the right time by using:
COCOS Campaign Manager is a comprehensive and fully integrated campaign management platform that enables integrated planning, implementation and monitoring of personalised marketing campaigns from the aspect of communication. It directly uses all communication channels (email, direct classic mail, outbound calls, incoming calls, sms, chat, activity on the website – click, tasks, etc.) and together with COCOS CIM/CRM database creates a single customer view.
COCOS Campaign Manager is a powerful tool which:
Call recording is an essential must of a communication system – either for special services users in the organisation or in a contact center.
COCOS Recorder will provide an audio record of the customer's audio or video call. Recording can be initiated while the call is within Call Waiting Queue or when the conversation with the agent starts. You can choose which calls must be recorded and which calls will be recorded only if that is a caller’s choice.
COCOS Multichannel Routing Engine can do it for you. It is a heart of the COCOS CEP providing: