Aheeva's Cloud Contact Center Solution offers robust social media integration capabilities, allowing clients to seamlessly interact with customers on platforms like WhatsApp, Facebook Posts and Messenger, Telegram, and X, in addition to the more traditional Calls, Emails, and Chat. With these platforms successfully integrated into a unified interface, agents are empowered to deliver the experience customers are longing for. Aheeva’s agents can efficiently manage customer interactions, enhance productivity, and deliver exceptional service.
The agents’ workspace as well as the Aheeva Manager have been tailored toward offering consistent omnichannel experience to the customer, the agent, and the contact center supervisor or manager.
Case management is a powerful mechanism that identifies customers and links together all the communications they have with the contact center, grouped by case or reason for the contact. Customers can be identified by their phone number or email depending on the channel technology.
The following simple scenario helps explain Case Management and Omnichannel:
Contact center supervisors have access to the same Omni Search as the agents. From the Aheeva Manager, they have the possibility to retrieve the list of cases using different search criteria. Clicking on a case will expand its view and show all the related communications with the possibility to listen to the audio recording of Calls and view transcripts and content of Chats, Emails, SMS, and social channels.