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
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
