In2Com Now:

Our innovative 360C Contact Centre Platform

in2com optimizes customer contacts through multiple communication channels – including mobile & social – by providing the right action at the right time to the right person within the right context through the right channel. To do so, we have developed a technologically advanced cloud-based 360C IT platform for the benefit of our contact centre clients and their engaged customers.

Superior Relationship Management + Profile Management
= Authentic 360C Customer Engagement

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The 360C Components

User profiling

  • (mobile) Website visitor profiling
  • Mobile Apps user profiling
  • Profile exchange app/webb – in2com profile store
  • Every monitored channel can contribute to user profile enrichment

Social

  • Optimize integration of social mentions into workflow
  • Content based routing
  • Media Alerts

Scalable telephony platform

  • Hybrid Cloud/On Premise
  • Unified platform
  • On premise advisor / outsourced advisor / work from home advisor
  • Chat interactions

Optimization

  • End2end KPI modeling and monitoring
  • BI reporting platform
  • Work Force Management
  • Integrated localized

QM

  • Recording, Scoring

Learning Management system

  • Integrated into optimisation platform and WFM

References