Product updates: Improving agent productivity and customer engagement capabilities
Read on to find out what options we added to simplify day-to-day activities for agents and marketers.
We are starting 2023 strong with new updates to improve agent productivity, enhance engagement use cases, and our Marketplace.
Keep reading to learn about the newest updates for:
Cloud contact center: Improved agent experience across all work stages
Message Delivery Status: Track your communications easily
Agents can now see the status of their sent messages. Message status helps agents to know whether their message was sent, delivered, or seen by the customer.
Internal Conversations through the mobile app
Starting January, your agents can communicate internally using the mobile app. This feature will benefit agents who work remotely or need more flexibility.
If you need help enabling our cloud contact center solution on your agents’ phones, check out this simple tutorial.
Calls Additional Information: Customer info at your agents’ fingertips
Agents can set up incoming calls to show more information about the customer like:
- Customer name, last name & phone number
- Call type (transferred or callback)
- Queue information
On top of that, agents can easily copy the customer’s phone number and paste it into other tools (CRM, notes, etc.), increasing efficiency.
Call Control: New Hold* option
We’ve introduced the Hold option which can be used by all three contact center stakeholders in different ways:
- Agents can put customers on hold to finish some backend process or ask for help with the customer’s inquiry.
- While on hold, relaxing music will be played for customers while waiting for the agent to get back and help them resolve their issues.
- Supervisors can identify areas of improvement for agents and the processes.
The hold option can improve call center performance by helping agents make informed decisions for resolving issues.
Call Control: Cold/Blind transfer* makes queue switching easy
With cold or blind transfer, agents can transfer calls to a different queue (department) that is better suited at helping a customer’s issue.
Just like with hold, supervisors can use this information to identify areas for improvement with agents and processes.
*Features are in the Public Early Access Phase
Marketplace: Enhanced integrations lead to powerful engagements
Cloud Contact Center + eCommerce Platforms: Bring customer data to agents
With this feature, your agents gain a quick view of all relevant customer data for fast support, such as contact and order information in the same interface.
Infobip SPOKE: Communicate via WhatsApp
You can easily notify stakeholders of critical and time-sensitive information with single and bulk WhatsApp (or SMS) actions by sending automated messages directly from Integration Hub in ServiceNow with Infobip SPOKE.
Updates for Salesforce Marketing Cloud
Test your message before you send it over SMS, WhatsApp, Viber or KakaoTalk with a new feature available over Salesforce Marketing Cloud.
The reporting and analytics also have a new feature; checking different parameters saved within message reports is now enabled for every message.
Customer Engagement: Updates for Email Editor & MEP Consumption Report
Email Editor: Who says long emails can’t be easy to read?
Use Tabs to make big emails with many subcategories much easier to read, and do it without any coding.
A great use case for the Tab Widget is for educational institutions like universities. When sending annual guides for different departments or programs, you can send one email with all the information neatly categorized using tabs.
To find out more about the other Kinetic Widgets, check out the following:
- December release blog featuring Hotspot Widget
- November release blog featuring Accordion Widget
- October release blog featuring Hover Image Widget
- July release blog featuring Kinetic Rain, Interactive Coupon & Gallery Widgets
MEP Consumption: Visualize your data
Last month we introduced MEP Consumption Report, and now we have something even better for you. With a new dashboard, you can visualize consumption per each sub-account and see which campaigns generated the most engagement. Downloading raw data or building charts in Excel is a thing of the past.
For more details, visit our Documentation page, and if you want to look back at what we released last month – check out this blog.