One Seamless Communication Experience
Successware Connection™ is incorporated directly in Successware Office™ and offers an omni-channel communication platform with the ability to call, text, and email from the same queue. Your Customer Service Reps (CSRs) and Call Takers can seamlessly answer communications from customers without missing a beat.
If a customer contacts you, the interaction will automatically go to the first available CSR which will significantly cut down on wait time for your customer. When you accept a communication, the system will be able to determine the lead source the call came from based on the phone number the customer dialed. It will also be able to automatically pull up the customer record if they are a current customer.
Successware Connection offers great benefits to supervisors also. We have a robust supervisor dashboard where you can view number of daily calls, service level agreement (SLA) percentage, average queue wait time, and more. We also offer the ability for supervisors to listen in to a CSRs call and ‘whisper’ advice to them on how to handle the situation at hand. This is great for training new employees or offering guidance to seasoned employees who may need extra help.
Contact your Account Executive for more information on Successware Connection or call 888-272-8009 to get started with Successware today!