Optimize Contact Center interactions with Blueworx’s real-time collaboration and content sharing solution.
Deliver a new level of collaborative services which enables customers to share important content with an agent in order to quickly resolve issues. This digital interactive experience allows callers to submit or share information over their smartphone or other devices to ensure any issue, no matter how complex, can be easily resolved.
Digital collaboration delivers benefits for customers and agents:
Reduces call handle time
Increases customer engagement in issue resolution
Reduces the time to resolve a service or support issue
Increases opportunity for cross sell and sales conversion
Have you ever been searching for something on a business website and just can’t find it? What if you could collaborate with an agent that could ‘see’ what you see and help you browse the site to find what you are looking for in real-time?
What if you need assistance in filling out a form on a site, like a mortgage or loan calculator?
With Blueworx Collaboration you can easily share the screen and have an agent walk you through the form in order to speed up your interaction.
Share & Sign Documents
Would it be helpful to be able to sign documents immediately, while still on the phone with an agent? This solution provides an easy interactive customer experience that offers a familiar, branch-like encounter that provides the ability to collect digital signatures for important documents or simply to send rich images and review key documents in real-time.
This feature assists agents in increasing sales conversion with a quick immediate opportunity to sign documents while still on a call.
Bi-Directional Video Chat
Blueworx Collaboration enables customers and agents to easily engage in a video chat in order to create a personal and interactive experience. Similar to Skype or Zoom you can easily achieve a ‘virtual branch’ experience.
Business Intelligence and Analytics
Analyze the performance of customer interactions across channels, providing actionable data to enhance the customer experience. Blueworx provides dashboards and reporting features that enable system administrators to track and report on customer interaction behavior and agent performance.
Improve your customer experience with digital collaboration and content sharing for the Contact Center. Blueworx provides collaboration services as part of the overall customer experience solution that is focused on delivering a more personalized and consistent interaction across all channels.
Empower purchase decisions by providing visual displays of products.
High Level Support
Agents and customers can share screens and complete tasks together.
Enhanced Data Collection
Capable of capturing quality customer data for your CRM.
Reduce Handling Time
The ability to jointly complete tasks expedites successful call resolution.
Easier for customers to accept terms and conditions and provide consent.
A session can be initiated without any need to download software.
Available on any Device
Collaborative sessions are available over smartphone, tablet or PC.
Ideal for Outbound
Achieve improved performance for sales, campaigns and call-backs.
The Collaboration and Content Sharing module is part of Blueworx’s Digital Customer Engagement Platform which includes Visual IVR.
Want to learn more about Collaboration and Content Sharing – Contact Us Today