CCoD Standard Features

Integration Services

You can use CCoD API functions to either look up or post data within the standard database and/or an external data source from the Architecture. For example, you can look up an inbound caller on Business Applications based on the customer’s phone number. The function may return such results as the customer name, membership level (for example, frequent flyer), last order, and order status. Then based on that information, the call can be routed to an agent.

You can also use databases like Microsoft SQL / Oracle and Azure databases to create dynamic routing abilities.

Analytics

 Optimal operations of a Contact Centre rely heavily on administrators being able to make the right decisions based on real-time and historical data. The Aheeva Analytics includes real-time and historical reporting. Information is based on events captured and stored relating to inbound and outbound communications as well as their outcome such as dispositions, resolutions and sales results, number of potential customers hanging up due to long delays, etc.

Using the Analytics modules, you can build comprehensive dashboards that display real-time metrics like the number of calls waiting in queues, the number of waiting agents, abandon levels, service level, average handling time of calls, and much more. Or you can choose from the multitude of pre-built reports those that are important for your administrators and have them automatically scheduled for delivery right to their inbox.

Inbound Routing

The ideal tool for quickly building self-service IVRs and Routing Scripts to guide customers to the most qualified agent.

The Aheeva Inbound is the ideal tool for quickly building Routing Scripts with its intuitive interactions flow builder, to implement intelligent interactive self-service systems to route the customer to the most qualified agent for assistance. And when hold times get long, our Virtual On Hold gives the callers the option to hang up without losing their place in the queue and get called back as soon as they are next to be served.

CCoD – Standard Functions

Outbound

Aheeva’s Predictive dialer coupled with Answering Machine Detection boosts agents’ productivity while respecting regulations.

The Outbound solution is the ideal engine for automatically reaching your customer whether by running Broadcast Campaigns that initiate a large number of calls or using our Predictive Dialler coupled with our Answering Machine Detection to minimize the agents’ waiting time between calls while respecting telemarketing rules and regulations. In addition, the Aheeva Outbound solution offers a Progressive dialling mode (essentially a Preview mode) where the agent can get familiar with the customer’s information before the dialler initiates the call.

Omni-Channel

Let customers use their favourite means of communication whether by phone, SMS, Chat, Email, Facebook Messenger, Twitter, or WhatsApp.

As customer's habits and interaction preferences become broader than just phone calls, it becomes of utmost importance to offer a diversity of communication means to heighten customer satisfaction and increase your online presence. The Aheeva Omnichannel solution allows you to offer your customer the possibility to choose their favourite channel of contacting you seamlessly, in addition to phone calls, integrating communication technologies such as SMS, Chat, Email, Facebook Messenger and posts, Twitter, and WhatsApp.

Quality Management

100% of call recordings and transcripts with evaluation forms, as well as live monitoring of calls and agents’ screens for coaching.

Aheeva Quality Management offers you recordings and transcripts of 100% of your representatives’ interactions with your customers, on all channels. You can build Evaluations Forms to help you assess the quality of the service and grade the agent accordingly.

In addition, supervisors can do live monitoring by listening in on calls in progress, whispering to the agent to offer assistance, or barging in on the call. The ability to monitor calls and remotely view agents’ screens make training and coaching far more efficient.