Analysis and 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 for each 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.
Inbound/Outbound Voice
Manage your 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 combine your digital channels (Email, Chat and Social) and distribute customer contacts across a team of dedicated or blended agents, with real-time stats, in the form of Agent SLAs, 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 and 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 for each 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.
Inbound/Outbound Voice
Manage your 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 combine your digital channels (Email, Chat and Social) and distribute customer contacts across a team of dedicated or blended agents, with real-time stats, in the form of Agent SLAs, 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.
Hear What Our Clients Are Saying...
View Our Latest Posts
Check out the latest articles, help guides and tutorials, from the DigiDesk blog
Proactive Review Monitoring and Analysis
How many of us check online reviews before making a purchase, choosing a...
DigiDesk Introduces an Agent Knowledge Base
Following our recent introduction of a customer-facing dynamic FAQs module, we have leveraged...
10 social media challenges for the contact centre
Over the past decade we have seen a revolution in social media, with...
6 Golden Rules For Multi-Channel Customer Engagement
In today’s omni-channel world, we need to be able to manage successful conversations...