Ivinex Contact Center
The Ivinex Contact Center enhances customer interactions by integrating features like event-driven automation and lead management. It enables seamless management of inquiries, support tickets, and real-time customer interactions across multiple channels. With tools for live chat, case management, and team collaboration, the Contact Center streamlines communication, improves efficiency, and ensures quick, effective responses to customer needs, boosting satisfaction and operational success
Effortless Lead and Opportunity Tracking
Our Contact Center seamlessly connects to the CRM, making it easy for agents to manage leads and opportunities. This means agents can quickly see the latest details about each customer or potential customer, helping them turn leads into loyal clients..
Real-Time Information with Screen Pops
With screen pops, important customer details appear instantly on the agent’s screen. This saves time, giving agents the information they need to handle questions or issues efficiently and provide a more personalized experience.
Unified Chat and Messaging for Fast Communication
Agents can manage digital channels all in one place. This unified setup lets agents respond quickly and keeps conversations smooth and consistent, no matter which channel the customer uses.
All-in-One Case and Call Center Management
Our system helps agents easily manage cases and calls from start to finish. It automatically keeps track of calls and cases, and with features like auto-escalation for urgent cases, issues are resolved faster and more reliably.
Comprehensive Call Center Dashboard and Reporting
Agents and managers can monitor performance in real time with dashboards that show key metrics. This makes it easy to track progress, see where improvements are needed, and ensure everyone stays on top of their goals.
Flexible Ticketing and Collaboration
Our ticketing system makes it simple to track and resolve cases. Agents can see previous tickets and knowledge base articles, giving them the tools they need to resolve issues and keep the team on the same page.
Resources Right at Agents’ Fingertips
Essential resources are available in one place, helping agents stay efficient during calls. They can access previous interactions, related tickets, and knowledge base articles to assist with questions and keep records updated.
Comprehensive Call Center Dashboard and Reporting
Agents and managers can monitor performance in real time with dashboards that show key metrics. This makes it easy to track progress, see where improvements are needed, and ensure everyone stays on top of their goals.
Flexible Ticketing and Collaboration
Our ticketing system makes it simple to track and resolve cases. Agents can see previous tickets and knowledge base articles, giving them the tools they need to resolve issues and keep the team on the same page.
Resources Right at Agents’ Fingertips
Essential resources are available in one place, helping agents stay efficient during calls. They can access previous interactions, related tickets, and knowledge base articles to assist with questions and keep records updated.
Helpful Call Scripts to Guide Agents
Our scripting tool provides step-by-step guidance for agents, ensuring they ask the right questions and capture the right information. These scripts are easy to customize, so you can adjust them as your needs change.
Prioritized Case Handling with Dynamic SLAs
Dynamic SLAs (Service Level Agreements) help agents focus on the most urgent issues first. Automatic case escalation and queueing keep high-priority cases moving, ensuring important customer needs are handled quickly.
