Overview

Khoros Contact Center is an all-encompassing digital solution designed to meet the demands of modern customer service. Tailored for enterprise scalability, it offers a unified platform that integrates AI-powered self-service, omnichannel workflows, and seamless agent support. This ensures that service managers can enhance operational efficiency, customer service agents have access to pertinent information precisely when needed, and customers receive prompt resolutions across their preferred communication channels.

Features and Capabilities

• Omnichannel Support:
  • Engage with customers through various channels, including chat, messaging, SMS, social media, community forums, email, and voice.
  • Implement automated queuing, tagging, and routing to streamline interactions.
• No-Code Bot Builder:
  • Utilize a drag-and-drop conversational AI builder to create intuitive bots without coding expertise.
  • Prioritize and route customer interactions based on sentiment, intent, and context for personalized experiences.
  • Ensure seamless hand-offs from bots to human agents when necessary, maintaining conversation continuity.
• Agent Empowerment Tools:
  • Provide agents with an intuitive, omnichannel desktop interface for efficient management of customer interactions.
  • Offer AI-driven, step-by-step guides to assist agents in navigating complex customer issues.
  • Enable quick, AI-suggested responses to common queries, reducing response times and enhancing customer satisfaction.
• Integration Capabilities:
  • Seamlessly integrate with existing technology stacks, ensuring smooth data flow and unified operations.
  • Leverage existing systems and data to provide a comprehensive view of customer interactions.
• AI-Powered Self-Service:
  • Implement AI-driven self-service options, allowing customers to resolve issues independently, reducing the need for agent intervention.
  • Continuously improve self-service capabilities through machine learning and data analysis.
• Analytics and Reporting:
  • Access detailed analytics to monitor performance metrics and gain insights into customer interactions.
  • Utilize reporting tools to inform strategic decisions and optimize customer service operations.
• Security and Compliance:
  • Adhere to industry-standard security protocols to protect customer data.
  • Ensure compliance with relevant regulations and standards, providing peace of mind for both the business and its customers.