Agent360
Agent360 is a customer service software that provides omni-channel support and helps manage customer interactions across multiple channels like phone, email, chat, social media and more. It has features like skills-based routing, CSR performance analytics and robust reporting.
customer-service
omnichannel
skills-routing
analytics
reporting
Agent360: Customer Service Software with Omni-Channel Support
A customer service software providing omni-channel support and features such as skills-based routing, CSR performance analytics, and robust reporting.
What is Agent360?
Agent360 is a cloud-based customer service software designed to help support teams manage customer interactions seamlessly across multiple channels including phone, email, live chat, social media and more. It provides a unified omni-channel interface to view and respond to customer queries from one centralized dashboard.
Key features of Agent360 include:
- Omni-channel support - Interact with customers across channels like calls, emails, web chats, social media (Facebook, Twitter), messaging apps and more from a single interface.
- Skills-based routing - Route inquiries intelligently to the right agents based on individual agent skills, availability and customer type.
- Ticket management system - Create, assign, track and manage support tickets with custom fields and priorities.
- Robust reporting and analytics - In-depth reports on customer satisfaction, first contact resolution, average handle time and more to optimize customer experience.
- CRM integrations - Integrate seamlessly with popular CRM software solutions.
- Customizable service level agreements (SLAs) - Set up customized response and resolution times for enhanced accountability.
- Agent desktop - Intuitive agent interface to view interaction history and communicate with team.
- Knowledge base - Create and manage a searchable knowledge base of support articles and FAQs for self-service.
- Multichannel Chat - Chat with multiple customers concurrently via web chat and manage chat queues.
Overall, Agent360 is an ideal customer support software for omnichannel customer service environments looking to efficiently track, measure and improve the customer experience across channels.
Agent360 Features
Features
- Omni-channel support
- Skills-based routing
- CSR performance analytics
- Robust reporting
- CRM integrations
- Real-time dashboards
- SLA and KPI tracking
- IVR and call recording
Pricing
- Subscription-Based
- Custom Pricing
Pros
Unified inbox for managing multiple channels
Improved customer satisfaction
Increased agent productivity
Enhanced visibility into CX metrics
Easy to set up and use
Cons
Can be expensive for smaller teams
Advanced customization requires developer skills
Third-party integrations can be limited
Lacks native survey and feedback capabilities
Official Links
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