Cloud Contact Centre Solutions
Cloud Contact Centre Solutions
Class Leading Hosted Contact Centre Solutions to Seamlessly Manage Your Contacts Across Voice & Digital Channels
Class Leading Hosted Contact Centre Solutions to Seamlessly Manage Your Contacts Across Voice & Digital Channels
Analysis & Insight
Every customer contact, across every channel, feeds into a series of Analysis wallboards showing buzz volume, trending topics and overall sentiment. Supervisor dashboards then show a range of performance KPIs per channel.
Universal Queue
All customer contacts, across voice, email, live chat and social media channels, enter our platform through a universal queue. Advanced workflow then distributes each contact effectively across a team of multi-skilled agents.
Agent Workplace
Agent workplace helps agents to review new contacts, conversation history, notes and customer details before responding through public or private messages and updating the record status. Full CRM integration is available.
Voice Channels
Manage voice enquiries through network level IVR, call queuing and skill-based routing. All calls are tracked in real-time, with PCI compliant call recording, and full use of agent workplace to manage, tag and resolve calls.
Digital Channels
With DigiDesk you can manage all your customer’s digital interactions (across Email, Chat, Social Media and SMS channels) through a team of dedicated or blended agents, with real-time stats, KPIs and performance reports.
Integrated CSAT
DigiDesk has an integrated CSAT solution, with post-interaction surveys available across voice, email, chat and social media channels. This enables you to track agent performance and monitor customer satisfaction, across channel.
Analysis & Insight
Every customer contact, across every channel, feeds into a series of Analysis wallboards showing buzz volume, trending topics and overall sentiment. Supervisor dashboards then show a range of performance KPIs per channel.
Universal Queue
All customer contacts, across voice, email, live chat and social media channels, enter our platform through a universal queue. Advanced workflow then distributes each contact effectively across a team of multi-skilled agents.
Agent Workplace
Agent workplace helps agents to review new contacts, conversation history, notes and customer details before responding through public or private messages and updating the record status. Full CRM integration is available.
Voice Channels
Manage voice enquiries through network level IVR, call queuing and skill-based routing. All calls are tracked in real-time, with PCI compliant call recording, and full use of agent workplace to manage, tag and resolve calls.
Digital Channels
With DigiDesk you can manage all your customer’s digital interactions (across Email, Chat, Social Media and SMS channels) through a team of dedicated or blended agents, with real-time stats, KPIs and performance reports.
Integrated CSAT
DigiDesk has an integrated CSAT solution, with post-interaction surveys available across voice, email, chat and social media channels. This enables you to track agent performance and monitor customer satisfaction, across channel.
Multi-Channel CSAT Solution
Our CSAT surveys form part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our cloud contact centre. You can measure customer satisfaction across voice, email, chat, social media, web and SMS channels through a single platform. All customer scores and comments are delivered to a series of real-time wallboards, with advanced text analytics and sentiment analysis. Track individual agent performance and monitor key metrics like CSAT (Customer Satisfaction), NPS (Net Promoter Score) and CES (Customer Effort Score).
Multi-Channel CSAT Solution
Our CSAT surveys form part of our integrated range of digital solutions, designed to expand and enhance the flexibility and effectiveness of our cloud contact centre. You can measure customer satisfaction across voice, email, chat, social media, web and SMS channels through a single platform. All customer scores and comments are delivered to a series of real-time wallboards, with advanced text analytics and sentiment analysis. Track individual agent performance and monitor key metrics like CSAT (Customer Satisfaction), NPS (Net Promoter Score) and CES (Customer Effort Score).
The Latest News From DigiDesk
DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.
DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.
DigiDesk is a market-leading Cloud Contact Centre platform, managing customer interactions across Voice, Email, Chat, Social Media and SMS channels. It also features an innovative range of integrated digital solutions, such as, Multi-Channel CSAT Surveys, Online Review Management and Dynamic FAQs, to enhance the customer experience.