Reinvent, a provider of private-label cloud-based unified communications, collaboration and contact center solutions, has added six significant features to its cloud contact center solution, available via channel partners.
Reinvent’s Contact Center solution, powered by Telax, has expanded to offer intuitive admin tools, economical workforce optimization modules, integrated social media management and outbound notifications, as well as dynamic reporting.
“These enhancements address hot buttons for contact centers of various sizes and sophistication, arming our partners with the features and functionality they need drive value for their customers and win more business,” said Ray Napoletano, director of sales at Reinvent.
The new contact center features include:
- Redesigned White-label Customer Admin Portal – The customer-facing portal has been updated with a modern user interface (UI) with easy-to-understand icons to make the administrative experience more intuitive and efficient for both real-time management and historical reporting. Plus, partners can brand the portal, so customers see their branding every time they log in.
- Schedule Manager – Schedule Manager enables partners to give their customers the ability to create schedules and measure adherence to them. The feature lets agents request and trade shifts, and the schedule adjusts accordingly. More advanced capabilities are available now as part of a separate Workforce Management Suite.
- Quality & Compliance Monitoring – Supervisors can search agent call recordings and evaluate or score them based using a quality and compliance form. Uniquely, agents can be notified that they have been evaluated as well as accept or reject the review with remarks that are sent back to the evaluator to complete the feedback loop. This is expected to be available in the fourth quarter.
- Social Media Interaction Management – As part of an omnichannel customer contact strategy, this feature enables partner’s clients to integrate social media monitoring into the contact center instead of managing it with a separate dedicated group – usually staffed by the marketing team. The tool searches the entire social media universe for specific words, phrases, hashtags and @mentions, brings them into the contact center system and filters them for action by customer service reps in the same way as any other call, email or webchat. This expected to be available by the end of the year.
- Automated Outbound Notification – This feature enables partners’ client to automate sending data-driven notifications in the form of voice calls, emails, SMS messages – or any combination of the three – to their customers, constituents, patients, guests, etc. The system enables integration with CRM or other business applications, so that recipients can take action following the notification. For example, a patient notified of an upcoming doctor’s appointment can press 1 to confirm and 2 to decline, but also can be connected directly to the call center to reschedule or ask questions about proper preparation for their visit. This is expected to be generally available in fourth quarter 2017.
- Custom Business Intelligence Reporting – In addition to popular report templates, the system’s new multidimensional reporting engine also enables clients to dynamically generate custom reports on the fly using 25 months of archived data. Users can point and click to create reports that show key data or trends in a graphical format, such as a bar chart or line graph. Two pre-programmed widgets offer commonly requested data cuts – queues sliced by time and teams sliced by agent. This is available now, but future enhancements will include the ability to pull in data from company databases, such as accounting or inventory.
