Deputy Senior Manager, Customer Interaction Management at DEWA
Real User
Top 20
2024-06-18T11:21:44Z
Jun 18, 2024
The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification. I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features. I rate it a nine.
Contact Center Platforms streamline customer communications, integrating multiple channels into a single, efficient system. These solutions enhance customer service and operational efficiency.
Contact Center Platforms are designed to manage and optimize customer interactions across various channels, including phone, email, chat, and social media. They offer advanced analytics, automation, and AI capabilities to provide personalized and efficient service. Features like call routing,...
The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification. I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features. I rate it a nine.