OptifiNow Lead Management is lead management software designed to ensure that all leads are tracked, nurtured and contacted while remaining within company-defined practices. The platform works with hundreds of lead providers and integrates with thousands of marketing sources, and facilitates expedited lead contact processes in order to shorten the time between when a lead is created and when first contact is made.
OptifiNow Content Management is enterprise content management software designed to centrally manage and deploy the most current content, manages multiple file types including Office documents, PDFs, art files, video and audio files, and insures compliance and brand standards. The platform creates an organized and searchable content database, ensures that only the most current collateral, branding and promotions are in use, and is equipped with enhanced security measures including user access controls and automatic audit trails.
OptifiNow Social Collaboration is collaboration software creates a private corporate social network designed to enable employees to collaborate across geographies, content and business applications. The platform enables users to identify and locate the employees, content and skill sets best suited to any business project, capture, centralize and share corporate knowledge, and engages all employees through a single, centralized network.
Nexgate SocialDiscover works across leading social networks to identify all social media accounts that are affiliated with a company’s brand. The program updates each day so that an accurate account inventory is always available.
Nexgate SocialPatrol works across major social media channels to provide advanced protection for company accounts. The program monitors all accounts in real-time and notifies users of tampering, hack attempts and abuse. In the event that an unauthorized action happens, the system can lock the account down and immediately delete the suspect content.
MindTouch is customer service software that provides users with customer self-service functionalities, intelligent ticket deflection tools, and supports agent productivity. The platform captures knowledge during instances of support interactions in order to improve the system’s self-service engine, is designed to be a flexible, configurable system in order to best support user- or organization-specific workflows and processes, and enables users to design and implement out-of-the-box reports.
Organizations around the world face market pressures that make providing excellent customer service a necessity. The ability to quickly and accurately address customer issues is a prerequisite for ensuring customer satisfaction and retention.
Implementing knowledge management in the contact center can have a profound effect on the quality and efficiency of your service operations. Customers benefit from interactions with more knowledgeable agents, who are empowered to resolve issues with greater speed, accuracy and consistency.
When we first set out to research the state of the customer service market in 2012, we made sure to build a survey we could repeat each year to track changes in the evolving topics of customer service.
Customers demand an omni-channel customer service experience. They are no longer willing to settle for just one single channel. A service experience spanning phone, email, chat, Web, mobile, social media, in-store kiosks, IVR, SMS or in-store visits has become the expected norm.