Collaboration Tools
Collaboration Services
- Enable virtual call centers
- Increase security
- Realize efficiencies
- Improve Customer Experience
Collaboration Deployed
Problem
When COVID forced contact center agents to work from home. Our collaboration tools prevent security risks when handling personal information.
Solution
- Deployed in 5 weeks
- Secure remote payments & credit checks
- Dynamic workflows adjust to regulations
- Multi-lingual support across US and Mexico
Results
- 40K agents work securely from home
- 300,000 transactions/month
- 92% process completion rate
Collaboration Impact with ROI
Additional Benefits
- Improve revenue collections through streamlined processes
- Mitigate data risk with sensitive personal info (SPI)
- Enable agents to work remotely as needed without service disruption
- Respect customer time with a simple, fast digital experience
Collaboration Use Cases
One
Provide a more personal agent interaction
Meet Your Rep
- Build trust & loyalty with rep photo & details
- Create personal connection
- Facilitate high touch sales
- Segue into more collaboration use cases
- · Light-touch integration options
Two
Share visual information on products and services
Co-browse Web Pages... together
- Collaboration in customer account portal
- Build dedicated pages for customer collaboration
Other Capabilities
- Compare packages and plans
- Send product imagery and feature
Three
Streamline internal approvals to reduce friction
Real-Time Approval Reuests
- Streamline high volume internal process
- Reduced time-to-approval
- Centralized complete audit trail
Collaboration Use Cases
Collboratively Summarized
Co-browse
- Provide in-app guidance
- Review Webpages
- Point and highlight details
- Live video chat
Content Share
- Co-fill and eSign forms
- Present materials
- Share targeted offers
- Request photos and mobile scans
Custom Workflows
- Collaborative customer “micro-apps”
- Loan applications
- Insurance claims
- Onboarding
Account Services
- Digitally Authenticate
- Process secure payments
- Manage disclosures and consent