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Digital contact center
Centralize communication channels, integrate CRM processes, and leverage AI to increase agent productivity and enhance customer experiences.
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Revolutionize your contact center
Forget the traditional Contact Center made of fragmented solutions and open the door to a centralized platform that can significantly improve operational efficiency, reduce costs, and simplify the experience for both agents and customers.
We put our expertise at your service to support the integration of Microsoft Dynamics 365 Contact Center.
A comprehensive platform that brings together all the tools needed to manage a modern Contact Center: from telephony and conversational bots to advanced reporting and the integration of customer data within CRM processes. This approach helps reduce operational costs, improve agent productivity, and deliver a truly customer-centric experience.
The platform also includes advanced Outbound Campaign capabilities, enabling the automation of outbound calls for marketing activities, proactive support, and informational communications.
Artificial intelligence is one of the core pillars of the platform and plays a key role in enhancing agents’ operational capabilities, while improving service efficiency and customer satisfaction.
The solution integrates several AI features designed to support agents in their daily work: real-time assistance during customer conversations, support in case management, automatic generation of Knowledge Base content from customer interactions, and intelligent tools for analyzing agent performance. The integrated Copilot also enables quick access to company documentation through natural language queries, generates response suggestions for customers, and supports agents in managing communications quickly and accurately.
The platform is designed to easily adapt to different organizational models and business operational needs. Thanks to its flexible architecture and low-code approach, processes, automations, and integrations can be configured quickly, significantly reducing implementation time.
This enables organizations to progressively evolve their Contact Center while maintaining full integration with the systems and applications already present in their digital ecosystem.
The solution provides comprehensive omnichannel management of customer interactions, enabling communications from multiple channels to be orchestrated in a consistent and unified way. From voice to digital chats, from emails to social media, all interactions converge within a single platform.
The platform is also designed to integrate easily with other enterprise systems and collaboration tools, enabling—for example—the routing of conversations to Microsoft Teams when needed, fostering more effective collaboration across different business departments.
The solution’s open and modular architecture makes it easy to extend Contact Center capabilities and integrate with existing CRMs or other enterprise platforms.
This approach enables organizations to leverage their existing technology investments while evolving their digital ecosystem in a gradual and sustainable way.
Microsoft Copilot
Enhance agent–customer interactions by streamlining processes, reducing errors, and improving operational efficiency: summarizing conversations, managing cases, answering questions, and drafting emails.
Conversational AI
Use conversational AI—including chatbots and Interactive Voice Response (IVR), also in natural language—based on Nuance technology to automate self-service activities, enabling more intuitive interactions with customers.
AI application
AI agents into Contact Center processes to automate conversations and support activities, generate Knowledge Base content from customer interactions, suggest responses through Copilot, and support service quality monitoring.
Unified Routing
Enable unified routing to automatically assign requests to the most suitable agents based on skills, availability, and workload, improving response times and interaction management with callback and voicemail capabilities.
Outbound campaigns
Manage outbound campaigns to enable proactive customer communications, automate call distribution, and support marketing, notification, and assistance activities, using conversational bots for an initial interaction before transferring to an agent.
Real-time translations
Enable real-time translation to overcome language barriers in the Contact Center by automatically translating non-voice conversations between customers and agents, enabling smooth interactions with international customers.
After-hours management
Ensure operational continuity in the Contact Center even outside business hours or during emergency situations by managing voicemail, automatically creating cases, and routing requests to on-duty agents or external services.
Copilot for feedback
Collect feedback with Copilot through guided conversations with an intelligent bot, obtaining richer and more contextualized opinions and suggestions to continuously improve the service.
Sentiment Analysis
Closely monitor customer satisfaction and emotions during a conversation, promptly alerting both the supervisor and the agent in case of changes in the customer’s sentiment.
Reporting
Reporting capabilities, including case categorization and conversation analysis, are essential for monitoring service performance, identifying emerging trends, and preventing issues.
Create engaging customer experiences
Do you want to have more channels available to interact with your customers? Do you want to simplify your agents’ work with collaboration and assistance tools? Do you want to reduce costs by using a single platform?
Rely on Cluster Reply — contact us for more information and to discover how we can help.
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