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Contact Center Optimization
Managing a Customer Engagement Center (CEC) can be challenging. With high call volumes, long wait times and constantly changing customer needs, it can be hard to keep up. Add in other channels — like social, messaging, SMS, email and marketplaces — and your already busy contact center becomes and omnichannel management mess. That's where 1440 comes in.
Connect Channels and Your CRM
Deliver the same experience on any channel when you optimize your contact center using 1440's suite of apps for Salesforce.
- Native CRM integration
- Custom case routing rules
- Customer Data Platform (CDP)
Strengthen Customer Relationships
It's easier and less costly to retain a new customer than to attract a new one. Strengthen those valuable relationships by making every customer feel like your number one priority.
- Personalize responses with ease
- Be on 24/7 with digital assistants
- Provide answers quickly across channels
Strengthen Customer Relationships
It's easier and less costly to retain a new customer than to attract a new one. Strengthen those valuable relationships by making every customer feel like your number one priority.
- Personalize responses with ease
- Be on 24/7 with digital assistants
- Provide answers quickly across channels
Deflect Cases & Calls
Calls are one of the most expensive forms of customer support, requiring more resources, staff, equipment, time and training. Deflect calls by incorporating self-service options, automation and chat options.
- Make the most of your resources
- Reduce the cost to serve
- Improve case resolution
Empowered Agents = Happy Workforce
Giving agents all the tools they need to provide great customer support will lead to more job happiness and retention.
- Customer data and interaction history at their fingertips
- Sophisticated routing rules
- Automation that takes care of repeatable tasks
Empowered Agents = Happy Workforce
Giving agents all the tools they need to provide great customer support will lead to more job happiness and retention.
- Customer data and interaction history at their fingertips
- Sophisticated routing rules
- Automation that takes care of repeatable tasks
Measure Your Customer Engagement Center Productivity
Turn your cost center into a profit center with the reports to prove it. In your quest to achieve contact center workforce optimization, you'll need some KPIs to measure against.
- Analyze sentiment and intent
- Incorporate predictive analytics
- Track Service Level Agreements (SLAs)
- Measure agent productivity
- Collect first party data
- Google Analytics tracking
- Build first party data
Turn support engagements into long-term conversations that sell
Chatbots Get Everyone There Faster
Design and scale automated experiences that address common needs quickly and efficiently, freeing agents for more advanced conversations.
New Entry Points to Conversations
It's time to think outside the box with where a conversation starts: from a QR code on your product packaging to social channels, ads, maps and more.
In-Chat Payments Convert Faster
Eliminate barriers by allowing shoppers to buy in the chat window with digital wallets like Apple Pay, Buy with Prime, Google Pay, Bitcoin and Stripe.
Rich Features Add to the Experience
Make your message conversational and easy with rich experiences like emojis, product carousels, images, translation, traceable links and more.
Automated Translation
Eliminate language barriers with automated translation that allows both digital and live agents to personalize based on language preference.
Asynchronous Messaging
Unlike live chat, asynchronous messaging allows for conversation longevity so agents and customers can keep the conversation rolling.
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