Overview

BUSINESSNEXT Open Communication Platform (OCP) enables businesses to deliver instant connections, responses, and delight across both traditional and modern communication channels. The platform is designed to facilitate experiences that flow seamlessly between all channels, leveraging AI to enhance customer engagement and streamline operations. BUSINESSNEXT has been recognized as a Leader in the Forrester Wave™: Financial Services CRM, 2023, securing high scores for prospecting and outreach, lead generation and prioritization, customer insight and 360-degree view, account opening, and customer self-service and engagement capabilities.

Features

• AI-Enabled Open Communication Platform: The platform utilizes AI to enhance various aspects of communication and customer interaction.
• Scalable Operations: Connect customer 360 profiles, core systems, and transactional data. Route high volumes of calls faster with omnichannel chat dialer integration powered by MS Orleans.
• Omnichannel Adaptors: Ready adaptors to connect with modern and traditional channels, including WhatsApp, Google Business Messenger, Twitter, chatbots, email, and more for non-voice (text) engagement.
• Voice Telephony Integration: Integrates with voice telephony channels like Avaya Connect, IVR, and Webex for voice engagement.
• Faster Multichannel Responses: Enable Relationship Managers (RMs) and agents to send pre-approved, template chat messages for quicker responses.
• Canned Responses: Use canned responses across multiple channels while maintaining contextual continuity.
• Conversational Bots: Automate engagement with conversational AI-driven bots across channels and mediums, enabling instant service for tasks like fraud alerts, card blocks, and spending habit insights.
• Seamless Agent Handover: Intelligently identify moments when human assistance is required and seamlessly hand over to an agent while protecting contextual continuity.
• Real-Time Customer Heartbeat: Insights cards empower teams with AI-driven alerts, nudges, and next best actions derived from real-time conversations.
• CSAT Surveys and Sentiment Analysis: Drive Customer Satisfaction (CSAT) surveys and get real-time, AI-driven customer sentiment analysis.
• Co-browsing Sessions: Increase first-time resolution by enabling agents to help customers through co-browsing sessions with defined rules and restrictions.
• On-Demand Screen Control: Take on-demand screen control to assist customers in real-time with data security and privacy.
• Intelligent Routing Logic: Enable intelligent, extensive routing logic on a drag-and-drop driven Routing Builder.
• AI-Driven Predictive Routing: Employ AI-driven predictive routing, pre-defined allocation policies, and queues for agents to engage with both inbound and outbound conversations.
• Real-Time Supervisor Consultation: Allow RMs and agents to consult with supervisors in real-time, who can view and monitor chats and intervene for corrective guidance.

Benefits

• Faster multi-country rollout on a multi-tenant architecture.
• Intelligent, unified platform across all lines of businesses.
• Improved customer engagement and satisfaction.
• Increased efficiency and productivity for agents and RMs.
• Enhanced data security and privacy.
• Better insights into customer needs and preferences.