innovativecontactinsky

Features & Benefits:

• Unique interface that allows complete query management for a contact center

• Automatic caller identification by phone number or e-mail address

• Segmenting incoming emails and phone calls

• Reviewing user details as well as all its activities

• Enables skill sorting for customer service agents and skill-based routing of incoming inquiries

• Enables agents to work from different locations

• Integrated reporting and statistics tools that can be adjusted for each location

• Predictive and analytical tools for up-sell and cross-sell

The Innovative ContactInSky solution uses Microsoft Azure Artificial Intelligence technology to improve customer experience as well as operational efficiency by identifying mail urgency from contextual content, language from the content, providing the next best action, or scheduling of the workforce.

Chatbots, sorting robots, and machine learning-guided text proofreading are AI-powered tools used by the Innovative ContactInSky application in order to prioritize emails, recognize email language or send smart notifications with alerts to contact center agents.

The solution, once ready, is implemented with the user at the location. Users are also trained at the location and all functionalities are shown to them directly before they start to use the application independently.

InSky strives to provide the best customer support possible by proactively checking with clients if there are any issues and how satisfied they are with the solution, if there is anything they wish to be improved additionally. The goal of the solution is to be user-friendly and making it easier for existing and new agents to get to know it and to start using it.