Solutions: Flex

Engage Customers On Any Channel

Market leading call centre solution with telephony, messaging and automated chatbots. CRM integration, intelligent task routing and advanced agent performance insights.

Telephony

High-quality phone solution embedded into the agent portal and integrated with your CRM, support systems and order databases. All the information is stored in one place allowing agents to handle enquiries efficiently and wrap up tasks without callbacks. 

 

Handle high volume calls with automated chatbots, hand off to agents as required, intelligently route calls to the right team, warm transfer to colleagues and monitor call activity in depth for advanced customer service or performance monitoring.

Messaging

Multi channel communication with fully automated chatbots and intelligent routing to the most suitable team. Integration with external channels such as Facebook and WhatsApp as well as standard SMS and email channels. Customisable contact, feedback and callback request forms with configurable website widgets. 

 

Automatic synchronisation of conversations to existing contact records or create a new lead in your CRM system.

Intelligent Routing

Intelligently route any type of interaction, whether it’s a voice call, message, video call or email. Match incoming requests automatically with the skills of your team to close sales and resolve issues faster. 

 

Quickly design your workflow using drag and drop tools. View the performance of your entire team, track adherence to KPI’s and implement changes to stay on target and within SLA terms.

AI Chatbots

Build conversational chatbots that work on multiple channels including chat forms, SMS, WhatsApp and Facebook. Speech recognition and natural language engines interprets the user’s intent and sentiment for accurate problem solving. 

 

Integrate with your CRM or finance system to automatically deliver contextually relevant information, handoff conversations from bots to agents seamlessly and store the entire interaction against the relevant CRM record.

CRM Integration

View customer contact information, order or case history alongside the live call or message allowing agents to wrap up enquiries on the spot. Store new events including phone calls, messages and orders against the relevant contact or company record. 

 

Choose to view your CRM data inside the Flex agent portal or work inside your Bitrix24 CRM, or similar system, and access Flex in a slide open window when calls or messages require your attention.

Agent Insights

Gain complete operational insight into your team’s performance. Create, share, and consume reports with drag-and-drop ease, add your own custom metrics and KPI monitoring criteria and access interaction data with your own reporting tools. 

 

Monitor by team and individual and use performance trends to further inspect and iterate your contact centre.

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