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Introducing MWS DigiDesk
Start having more successful conversations with your customers
DigiDesk manages conversations across voice, email, chat and social media channels, with real-time MI, powerful text analytics and an integrated CSAT solution.
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Contact Centre Solutions
TRACK ALL OF YOUR OUTBOUND CALLS VIA REAL-TIME WALLBOARDS Home ... Solutions ... Outbound dialler Our outbound preview dialler enables agents to make individual outbound calls through an advanced interface, reviewing customer record, conversation history and any notes attributed to the customer. Authorised users can upload a bulk list of outbound calls and schedule an outbound campaign, with pause and resume functions. Workflow will distribute the outbound calls effectively across a team of agents. We can also manage a range of ‘dynamic’ callback requests, by creating callbacks from queue or supervisors can identify individual missed or abandoned calls and add them to the dynamic list of callbacks.[vc_column_inner width="1/3" css=".vc_custom_1512048982212{border-top-width: 3px !important;padding-top: 25px...
TRACK ALL OF YOUR INBOUND CALLS VIA interactive REAL-TIME WALLBOARDS Home ... Solutions ... Voice wallboards Get real-time insight, across all your inbound customer calls. Review the volume of calls coming in, how many calls are answered, missed or abandoned. Monitor all connected calls and even all calls held in a network queue. Supervisor dashboards show a range of vital Key Performance Indicators (KPIs), including time-to-answer, average call duration, and performance against a defined SLA. We also show live agent status and individual agent performance. Voice agents log in to a mini app that enables agents to control their own delivery number and status while displaying incoming calls and...
Capture feedback from any F2F location via tablet, smartphone or kiosk Home ... Solutions ... Face-to-face surveys If you have a physical location with customers on-site, that's a great opportunity to gather face-to-face feedback. We can work with you to develop a bespoke application and capture customer feedback via mobiles, tablets, and kiosks. The tablet can be housed in a range of different stands to provide prominence, branding opportunities and security. Create your own bespoke survey, with a range of specific questions and ability to capture verbatim comments. Track all customer scores and verbatim comments in real-time through a range of live wallboard and reports. Analyse all customer comments, with...
Capture Powerful VOC feedback, right now, with our post-interaction SMS surveys Home ... Solutions ... Auto SMS Solution Wouldn’t it be great if you could just send out CSAT surveys to your customers without having to do anything, especially if you could remove agent control? Well… our Auto SMS solution enables you to do exactly that! We simply identify all inbound calls from a mobile CLI and automatically trigger a personalised survey request via SMS. All completed survey scores and verbatim comments are delivered to our live VoC wallboards, in real-time. You can track all SMS surveys sent, started and completed… along with a range of real-time...
GET TARGETED CX FEEDBACK FROM YOUR TWITTER FOLLOWERS Home ... Solutions ... Twitter DM surveys So… you’ve spent a good while building up your social media presence and gained thousands of new followers on Twitter. That’s potentially thousands of individuals interested enough in your brand to follow you on Twitter. That’s a great effort! But, what can you do next? We can help you connect your Twitter account, upload your followers and start to send out targeted survey requests via DM (Direct Message). Each DM will include a link to a specific web-based survey, with a range of questions and the ability to capture verbatim feedback. Set...
MANAGE ALL YOUR DIGITAL CUSTOMER CONTACTS THROUGH A SINGLE PLATFORM Home ... Solutions ... Digital engagement Wouldn’t it be great to manage all your customer contacts, across digital channels, through a single platform? It would be even better with real-time MI and intelligent workflow to distribute contact across the team, right? DigiDesk can be used solely as a digital platform to manage customer contacts across email, chat and social media channels. Agents can work in separate teams or blend across channel to optimise resources and response time. A range of real-time wallboards will track all customer contact across channel, with advanced text analytics and sentiment analysis. Intelligent workflow can identify, prioritise, and distribute...
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Helpful Articles
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Helpful Articles
Contact centre agents talk to customers every day. During customer service calls and support calls they listen to customer...
What makes the perfect Agent Workplace?
It’s 2018 and contact centre agents need to be able to respond quickly and efficiently, across all contact channels....