Transform your Contact Center
Cognitive collaboration extends to the contact center, providing the needed context to deliver personalized and proactive care. Turn your contact center into a strategic business asset with Convergia’s omnichannel cloud contact-center solution that uses predictive analytics to lower operating costs and improve business performance.
Cognitive customer experience
Infuse your contact center with AI and cloud analytics, so customers get better answers faster and agents can be more productive.
Designed and built from the ground up as a cloud solution, the Convergia Contact Center Platform brings your business the innovation, flexibility, and agility of the cloud with the security and scalability you’ve come to expect from Convergia.
All your customer interactions-voice, email, and chat-in a unified environment for a seamless experience for agents and customers. During every interaction, your customer’s cross-channel history is displayed to the agent so that they can deliver customer service in context.
Cross-channel and cross-system analytics give you valuable insight into the customer experience at each stage of their journey, on your cloud and on-premises contact center. With this knowledge, you can optimize contact center operations for customer acquisition, retention, and satisfaction.
Customer and agent matching uses big data analytics to understand your customer’s journey to date, predict their needs based on the stage of their journey, and match them with the best available agent to meet that need and deliver the best business outcome.
Expert collaboration and communications
On-demand voice and chat collaboration with other agents, managers, and subject matter experts-from within the agent desktop-helps solve those difficult customer issues, improves your first-call resolution rate, and makes for happy, satisfied customers.