AIWave Omnichannel Exchange
Organizations need to manage several contact channels and, at the same time, offer the most seamless interaction to their customers. Orchestrating among internal and external contact channels, human and virtual agents, online and offline communication can be a real challenge, requiring huge managing and monitoring efforts.
An integrated and comprehensive system of channel management could boost efficiency while also improving customer experience.
Omnichannel Exchange is a digital switchboard that facilitates interconnection between customers, operators, and virtual agents.
Based on Conversational Interactive Voice Response (Natural Language IVR) technology, this tool integrates the customer's CTI (Computer Telephony Integration) systems to manage requests, automate processes, conduct marketing campaigns, conduct service quality research, and evaluate customer satisfaction.
Capabilities
User Interface
Omnichannel Exchange includes a no-code/low-code Integrated Development Environment (IDE) that allows creating of conversational flows to manage natural language requests.
Conversational IVR
Native integration of proprietary Natural Language Processing allows the creation of Conversational IVRs, namely automatic telephone agents that enable natural language interaction.
Automation
The product also allows automating calls, conducting informative campaigns, promoting marketing, and measuring customer satisfaction through the telephone channel.
Multilingual and Multichannel
It is also a multilingual and multichannel outbound calling service, which can engage customers on a large scale through voice campaigns, SMS, email, and push notifications.
Content Customization
Simplified outbound contact management with highly customizable options for managing audio, SMS and/or email messages, contact list and campaign scheduling.
Features and Benefits
Efficient and optimized campaign planning.
Reduced contact costs.
No impact on existing business systems.
Dynamic communications thanks to a no-code development environment for IVR dialogue flows.
Create consistent, high-quality, interconnected experiences across multiple channels, including voice, chat, and Short Message Service (SMS), IVR, and human operators.
Ability to monitor and track, even in real-time, the progress of mass communication campaigns (e.g. success rate, calling time, failed contacts, etc.), thanks to an integrated monitoring environment.
Logical Architecture
