Gold

5-day Flex Launch and Deployment

Full-automated Flex development and deployment.

Your Flex development and deployment is streamlined: it takes as little as 5 business days for a brand new launch: including user requirements specification, single sign on, CRM integration, agent dashboard, analytics, report, user training and testing.

About

Introducing SeaX, the ultimate Collaborative Contact Center solution built on the robust foundation of Twilio Flex. Seamlessly streamlining the Flex development process, SeaX empowers businesses to rapidly launch a minimal viable product within just 5 business days, ensuring efficient communication and exceptional customer experiences.

Key Features:

Omni-channel Support: Agents receive messages and calls from all channels (SMS, phone, webchat, etc.) on one single platform.
Customizable Voice IVR: Tailor the interactive voice response system to suit your specific business needs.
Case Management: Efficiently track and manage customer cases from initiation to resolution.
Auto-Dialer: Boost agent productivity and outreach efficiency with automated dialing capabilities.
Contact Center Customization: Effortlessly configure operating hours, agent availability, caller blacklist, auto-answer settings, and more.
Canned Response: Accelerate agent productivity and consistency by utilizing pre-defined, reusable responses for common customer inquiries.

Monitoring & Quality Assurance

Call Recording & Transcription
Analytics and Reporting
Agent Monitoring Tools
CSAT Survey

AI-Powered Features:

AI-powered Knowledge Base: Harness the power of artificial intelligence to provide agents with the most relevant information from the knowledge base and suggested responses to customers, enabling them to deliver accurate and efficient customer support.
AI-powered Chatbot: Enhance customer engagement and support with an AI-powered chatbot that can handle common inquiries, provide instant responses, and seamlessly escalate to human agents when necessary.
AI-powered Agent Performance Review: Leverage AI algorithms to analyze agent performance, providing comprehensive insights and recommendations for optimizing productivity, customer satisfaction, and overall contact center performance.

Integrations:

Single Sign-On Integration
CRM (Salesforce, ZenDesk, HubSpot, etc.) Integration
Call Recording & Transcription Integration
SeaX Bulk Messaging Integration

Cross-channel Customers

Responding to ever demanding customers: * Web/mobile focus * Present in multiple channels * Prefer self service * Lower satisfaction threshold: unhappy customers create greater damage due to social media

Super Agents

We enable your agents with an arsenal of AI automation: * Relationship hub: help build loyal customers, instead of transactional * Realtime business insight, speech coaching * Recommendation: cross sell or upsell * Multi-skill training

AI Automation

Powered by SeaSuite, we provide: * Autonomous: 24x7 support hours: takes care of 80% simple queries and 20% of complex transactional queries * Assistant to super agents * Automation on back office actions (such as RPA)