Customer engagement, as it should be...
DigiDesk offers a range of powerful, real-time wallboards to show the volume of customer contacts across each channel, with advanced text analytics and sentiment analysis. Supervisor dashboards then show a range of performance metrics for each channel, team and agent.
Analysis & Insight
DigiDesk is a market-leading hosted contact centre platform, managing customer interactions across voice, email, chat, social media and SMS channels. It also has a range of integrated digital solutions to enhance customer experience, such as, multi-channel CSAT, review monitoring and dynamic FAQs.
Intelligent Distribution
Every customer contact, across voice, email, chat, SMS and social media will enter the platform and be distributed to an agent based on availability and skill level. Workflow can be set up to identify key customer contacts, assign to specific teams or agents and prioritise a response.
Agent Workplace
Our advanced agent workplace enables agents to manage customer contacts across multiple channels, consistently and effectively. There is a full, threaded conversation history to review, along with customer details, customer notes and a range of features to help optimise response time.