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SMART Meta > SolutionCategory: Customer Engagement

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Accelerate payments collected using multiple channels (1) · Apply personalized routing to digital interactions (1) · Apply personalized routing to voice interactions (1) · Automate responses for digital interactions (1) · Automate responses to inbound emails (1) · Capture payments in your IVR (1) · Centralize routing of calls for branch office, point of sale, or any location (1) · Enable click-to-call from your website or app to improve service and conversions (1) · Enable customers to request a callback from your website or app (1) · Engage across the broader enterprise using Skype for Business instant messaging (1) · Engage with your customers through social channels (1) · Extend web messaging, voice or chat interactions with Co-browse (1) · Identify and route repeat contacts across channels (1) · Identify and verify customers in your IVR (1) · Improve customer communications and increase sales conversion using powerful dialer capabilities (1) · Improve customer communications with outbound calling (1) · Improve customer conversions by offering a callback (1) · Improve customer conversions by proactively offering chat (1) · Increase self-service by personalizing your IVR (1) · Monitor customer behavior on your website to enable proactive engagement (1) · Offer a powerful new way for customers to connect with you directly in Messages (1) · Offer callback to queuing callers (1) · Offer FAQs to customers and a knowledge library to employees (1) · Present your customers with a visual way to complete or complement voice interactions (1) · Reach out to website users through multiple channels to offer help (1) · Route chat interactions to the best skilled resource (1) · Route email interactions to the best skilled resource (1) · Route SMS interactions to the best resource (1) · Route voice interactions to the best skilled resource (1) · Route voice interactions to the best skilled resource with personalization and callback option (1) · Use AI powered journey analytics to observe website activity, predict visitor outcomes, and proactively engage with prospects and customers via agent-assisted chat, content offer or chatbot. (1) · Use Amazon Lex to provide natural language understanding in your IVR (1) · Use chatbots to automate customer conversations and seamlessly hand over to a chat agent when needed. (1) · Use customer information to personalize notifications (1) · Use multiple channels to notify customers (1) · Use SMS and email to send personalized, timely and relevant notifications to customers. (1) · Use voicebots to automate customer conversations and seamlessly hand over to an agent if needed. (1)

Digital (14) · Inbound (9) · Outbound (6) · Self-Service and Automation (8)

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