We are happy to announce the release of Omningage version 2.8.0, packed with powerful
features that will revolutionize the way you manage your customer interactions and elevate
your team’s performance.
Let’s dive into the key features and their business benefits:
Real-Time Management And Intervention
Supervisors can now have a real-time pulse on their team’s interactions with customers through the new real-time sentiment analysis tool. This allows them to identify and address potential issues promptly. The silent monitoring feature enables supervisors to listen in on ongoing calls discreetly, providing valuable insights into customer-agent interactions. Additionally, the call-barging function allows supervisors to step in and assist agents when dealing with challenging customers. The result is more proactive and efficient management, leading to improved customer satisfaction and agent performance
Supervisors can now have a real-time pulse on their team’s interactions with customers through the new real-time sentiment analysis tool.
- Promptly identify and address customer issues during calls.
- Enhance coaching opportunities for agents with real-life examples.
- Resolve customer concerns on-the-spot, reducing escalations and churn.
Custom Dashboards for Unmatched Insights
With the new Dashboard Designer, admin managers can create tailored dashboards with
real-time reports specific to different Routing Profiles. This allows teams to have quick
access to relevant metrics and KPIs, enabling data-driven decision-making. Moreover, the
addition of iframes provides seamless integration with third-party applications, offering
agents easy access to external resources, further streamlining their workflow.
- Empower agents and supervisors with actionable insights in real-time.
- Optimize agent productivity and performance with targeted data.
- Improve cross-functional collaboration through third-party app integration
Enhanced Interaction Explorer Experience
The Interaction Explorer has been revamped to deliver an even better user experience. The upgraded interface presents sentiment analysis for each call, providing deeper insights into customer interactions. The “click to call” feature streamlines outbound calls, reducing agent effort and improving response time.
- Gain valuable insights into customer sentiment during interactions.
- Increase agent efficiency with quick access to outbound calling.
- Enhance overall customer experience through faster response times.
Smoother Email And Chat Workflows
The introduction of workflow functionality enables the automated delivery of web-based content to users handling emails and chats. This streamlines agent workflows, ensuring they have the right information at the right time. For instance, an insurance agent handling claims can access a relevant form through an iframe, simplifying the process and improving service quality.
- Reduce manual tasks for agents, improving response times.
- Ensure consistent and accurate information delivery.
- Boost agent confidence and competence, resulting in higher customer satisfaction.
Omningage version 2.8.0 empowers your customer support and management teams with powerful real-time tools, customizable dashboards, enhanced interactions, and smoother workflows. By harnessing these features, your business can enjoy improved customer satisfaction, increased agent efficiency, and data-driven decision-making. To find out more about how Omningage can work with you to realize the benefits of Amazon Connect in your contact centre, contact your local AWS Partner or get in touch with our sales team.