Imagicle UCX Engage – Elevating your Customer Experience with Human & Virtual interactions.

Digital transformation, social and digital channels, AI-driven communications, ChatGPT… You’ve surely been reading about all this to exhaustion, and I’m not here to state the obvious: with the increasing demand of support via digital and social channels and the rise of ChatGPT-like AI, customer engagement has taken a whole new turn, turning chatbots and voicebots into must-haves for any business. In fact, 70% of customer interactions are digital, yet many companies are still figuring out how to navigate this shift.

In a nutshell, I’m here to help you make sense of all this. How do I implement conversational artificial intelligence in my company? What kind of AI do I need? Should I upgrade my agents’ and supervisors’ workspaces?

Let’s navigate this journey with the brand new Imagicle UCX Engage Offer, designed to enhance your Customer and employee Experience with Human and Virtual interactions trough Voice and Digital channels. 

Imagicle UCX Engage Offer – Elevating your Customer and Employee Experience with human&virtual interactions

Following the introduction of the brand new Imagicle UCX Platform, a renovated cloud portal allowing users to open their apps to welcome, automate, ensure, and analyze company conversations, Imagicle has launched Imagicle UCX Engage, a unique offer tailored to companies who want to expand their contact center & communication capabilities through human and virtual, digital and vocal conversations.

Let’s start with the basics. Knowing every company is at a different stage in its self-service automation journey, we’ve designed three customized profiles designed to meet your unique needs:

• Engage Essentials – crafted to seamlessly complement Webex Customer Experience Essentials/Basic or UCCX. The perfect fit to enhance CX and complete your Call Center.
• Engage Advanced– designed to add a lite omnichannel Contact Center features to your calling platform, ideal for Webex Calling DI, CUCM, MSFT Teams.  
• Engage Virtual – for businesses looking to add self-service automation to empower their Calling Platforms, or even regardless it. 

Alright, now let’s explore the services that come with this offer! 

Agent Workspaces – Streamlining Agent Operations

Let’s begin by enhancing agent workspaces for greater efficiency. Adding digital to voice channels means your agents will have to worry about even more pings coming through, and what’s better than a state of the art interface that makes everything easier?

Depending on whether you choose the Essentials or Advanced profile, we’ve got two unique workspaces ready to make your agent daily work smoother and more efficient: the Agent Chat Console and the UCX Agent Console. 

The Agent Chat Console is ideal for agents who need to concentrate on the chat channel. It can be seamlessly embedded into your Webex App, integrated with your Cisco Finesse client, or used as a Web Agent Console to interact with customers across digital channels (Web, Email, SMS, WhatsApp, Messenger, and Telegram) and manage chatbot escalations.

The UCX Agent Console brings together voice and digital, empowering agents to efficiently handle calls by simplifying answering, transferring, and monitoring queues. Simultaneously, they can engage with customers through an integrated live chat feature, facilitating seamless communication through popular platforms like WhatsApp, Telegram, Messenger, and more.

Equipped with a user-friendly interface, agents can effortlessly track their call management status (including metrics like average call duration) and effectively manage ongoing calls. In the « chat » tab, they have visibility into all conversations, enabling them to respond directly to customers while checking their information for more details. 

Data&Tools for Supervisors – Measuring performances of your customer service has never been easier.

Measure customer service performance is easier than ever. With full control over agents and queues, you can intervene in case of disruptions and monitor Customer Service with ready to use historical reports offering comprehensive insights at your fingertips. Moreover with Silent Monitoring and Whisper Coaching supervisors will be able to guide agents during customer interactions giving them real-time suggestions, enhancing satisfaction levels. Lastly, thanks to an easy to manage ACD-IVR service, anyone should be able to set it up easily both in-office and remotely, requiring no IT involvement.

Imagicle Virtual Agents – Automating customers interactions.

This is where self-service automation finally comes into play. Say hello to Imagicle Virtual Agents, the virtual twins of your human agents able to automate customer conversations over Voice and Digital channels. They seamlessly implement Customer Experience (CX) automation across all your engagement platforms, ensuring consistent and tailored self-service experiences for customers transitioning smoothly from virtual to human interactions in case of more complex requests. 

Available 24/7/365, Imagicle Virtual Agents engage with customers in a natural, human-like manner, answering questions and resolving common issues through chat, text, email, and voice.

Curious to see how they work? Visit our website to experience Imagicle Virtual Agents firsthand, where you’ll find a variety of demos tailored to specific industries. For instance, you can ask Virtual Agents to: 

• Book an appointment with your doctor
• Instantly block credit card 
• Bill & Payment check
• Request an application for college admission

… and much more!

Now, you might be thinking everything sounds great, but configuring it seems a bit tricky, right? Let me ease your mind—setting it up is super easy, thanks to Smartflows! This visual designer lets you create the conversation logic behind Imagicle Virtual Agents by simply dragging and dropping items to craft your personalized experience. Plus, no coding skills needed at all! 

Moreover, Smartflows integrates seamlessly with ChatGPT and your customer backend systems like CRM and ERP. This means the virtual agent’s responses are not only spot-on but also tailored to each customer’s unique context and history.

Imagicle Advanced Queuing and Auto Attendant: Create call flows with customized voice prompts and easy call transfers

Customized welcome greetings are key for your business’s first impression. Greet customers with a warm, personalized message in mp4 format. Implement fast and intelligent queue management with flexible configurations and various distribution algorithms for reliable service 24/7. The system includes functions for operators, supervisors, and admins, offering advanced user profiling, easy queue login/logout, agent wrap-up intervals, and queue setup and intervention. 

Quality&Compliance – Understand, handle, and evaluate all your interactions.

Ensuring security & compliance is paramount to allow customers & employees to feel safe, but it’s also important for companies to make sure agents follow scripts and protocols. With Imagicle UCX Engage, you can ensure compliance to both external regulations and internal procedures and improve customer satisfaction with Call Recording, Screen Recording and Voice Analytics enabling your business to:

• Capture – Achieve a comprehensive view of every interaction with 100% call and screen recording. Record all calls using three modes: Always On, Live Keep, and On-Demand, tailored to your specific needs. Monitor agents’ screen activities during calls to enhance oversight of remote work and elevate service quality.
• Comply – Meet regulatory requirements and adhere to internal protocols. Securely record calls conforming to GDPR, MiFID II, PCI-DSS, and HIPAA with must-have compliance features such as Role based access, Legal Hold, Audit Trail for tampering detection, configurable retention policy and data security and storage.
• Analyse conversations with transcriptions and AI sentiment analysis for top quality evaluation. Leverage AI sentiment analysis to spot key points in transcribed conversations (positive, neutral, negative) to improve your services. Receive alarms and notifications about any critical situation and respond immediately.

Conclusions

So let’s have a quick recap: the Imagicle UCX Engage Offer is the perfect go to if you are looking to exceed customer expectations. Empower agents, equip supervisors, and integrate virtual agents for enriched interactions while granting compliance.

Now it’s your turn! Are your ready to transform your customer experience?

Reach out to us today to discover how the Imagicle UCX Engage Offer can tailor-fit your communication needs, bringing unparalleled customer satisfaction and operational excellence to your doorstep. Connect with us now, and let’s make every interaction count!

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