Contact Centre Automation

DigiDesk’s intelligent contact centre automation embodies a range of autonomous processes, developed to enhance workforce productivity & efficiency.

Contact Centre Automation

DigiDesk’s intelligent contact centre automation embodies a range of autonomous processes, developed to enhance workforce productivity & efficiency.

Work Smarter With DigiDesk

There has been a significant rise in the adoption of digital customer service channels over the past eighteen months, and a lot of noise around the increased rate of digital transformation during this time. Revolutionise your contact centre and reconnect with your customer-base, like never before. DigiDesk’s intelligent contact centre automation facilitates working smarter, completing faster and collaborating more, to deliver an effortless customer experience across every channel.

A visual example of DigiDesk's customer facing Dynamic FAQs tab

Self Service FAQs

Encourage self service through our Dynamic FAQs module. AI can predict user queries based on contextually mapping web page content. Visitors are then presented with a list of relevant help articles, without leaving the page.

Self-Service FAQs

Encourage self service through our Dynamic FAQs module. AI can predict user queries based on contextually mapping web page content. Visitors are then presented with a list of relevant help articles, without leaving the page.

A visual example of DigiDesk's customer facing Dynamic FAQs tab

Chat & Message Bots

We can work with you to automatically handle iterative enquiries, reducing inbound contacts and agent handle time. Rules-based chat bots will handle simple tasks, freeing up your agents to focus on more complex enquiries.

Intelligent workflow uses NLP (Natural Language Processing) to identify keywords or phrases used across digital channels, like Email, SMS or Social Media, and select from a range of auto responses to automatically send to customers.

Chat & Message Bots

We can work with you to automatically handle iterative enquiries, reducing inbound contacts and agent handle time. Rules-based chat bots will handle simple tasks, freeing up your agents to focus on more complex enquiries.

Intelligent workflow uses NLP (Natural Language Processing) to identify keywords or phrases used across digital channels, like Email, SMS or Social Media, and select from a range of auto responses to automatically send to customers.

Auto Translate

Agents can review all customer comments in English, whilst still being able to switch seamlessly to the foreign text and, thanks to Auto-Translate, agents can compose replies in English before simply clicking the ‘Translate’ option to reply in the customer’s native language.

Auto Translate

Agents can review all customer comments in English, whilst still being able to switch seamlessly to the foreign text and, thanks to Auto-Translate, agents can compose replies in English before simply clicking the ‘Translate’ option to reply in the customer’s native language.

Trustpilot Workflow

Set up workflow to identify Trustpilot reviews based on score, language and keyword. You can then tailor an automatic reply for 5 star reviews or reviews that include specific keywords, across over 100 different languages.

Trustpilot Workflow

Set up workflow to identify Trustpilot reviews based on score, language and keyword. You can then tailor an automatic reply for 5 star reviews or reviews that include specific keywords, across over 100 different languages.

A visual example of DigiDesk's Analysis section in Daybreak skin

Social Workflow

Manage social ‘noise’ with workflow to help clear Twitter retweets or Facebook tagged comments. Handle social ‘spikes’ with workflow to help auto remove and prevent agents being swamped with social mentions.

Social Workflow

Manage social ‘noise’ with workflow to help clear Twitter retweets or Facebook tagged comments. Handle social ‘spikes’ with workflow to help auto remove and prevent agents being swamped with social mentions.

A visual example of DigiDesk's Analysis section in Daybreak skin

Smart Routing

Make sure every customer contact routes through to the right agent, at the right time, with intelligent distribution and workflow. Identify keywords and use SBR (Skill Based Routing) to direct contacts to the best team or agent.

A visual example of DigiDesk's cloud contact centre, engagement console

Smart Routing

Make sure every customer contact routes through to the right agent, at the right time, with intelligent distribution and workflow. Identify keywords and use SBR (Skill Based Routing) to direct contacts to the best team or agent.

A visual example of DigiDesk's cloud contact centre, engagement console

DigiDesk is a market-leading hosted 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, Review Monitoring and Dynamic FAQs, to enhance the customer experience.

St. Albans site

4-6 Spicer Street,
St Albans, Hertfordshire
AL3 4PQ

Bournemouth site

99 Holdenhurst Rd
Bournemouth, Dorset
BH8 8DY
0330 998 0000  |  info@digi-desk.co.uk

DigiDesk is a market-leading hosted 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, Review Monitoring and Dynamic FAQs, to enhance the customer experience.

St. Albans

4-6 Spicer Street,
St Albans, Hertfordshire
AL3 4PQ

Bournemouth

99 Holdenhurst Rd
Bournemouth, Dorset
BH8 8DY
0330 998 0000
info@digi-desk.co.uk

DigiDesk is a market-leading hosted 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, Review Monitoring and Dynamic FAQs, to enhance the customer experience.

St. Albans

4-6 Spicer Street,
St Albans, Hertfordshire
AL3 4PQ

Bournemouth

99 Holdenhurst Rd
Bournemouth, Dorset
BH8 8DY
0330 998 0000
info@digi-desk.co.uk