[24]7 Active Share: Bring Your Voice Calls into the Digital Age
[24]7 Active Share provides contact centers and business process outsourcing (BPO) companies with a digital upgrade to traditional voice support. This upgrade empowers voice agents to deliver personalized, interactive content directly to callers on web and mobile channels during a call. It works natively on web browsers without requiring any plugins, apps, or add-ons to be installed or significantly modifying existing voice infrastructure.
Your customers can make faster and more informed decisions during a call, after agents show them digitized relevant information such as product or plan comparisons, account verification, terms and conditions, disclosures, payment plans, or a list of channel packs. Faster decisions result in lowered average handling time (AHT) and increased customer satisfaction, resolution, and revenue.
With [24]7 Active Share, agents can provide customers with custom visual content during their voice conversation. Content is delivered through two types of Active Cards–static and dynamic cards.
A smart solution for contact centers and BPO service providers, [24]7 Active Share allows agents to collaborate with customers by pushing Active Cards through a secure session to the caller while maintaining the caller’s privacy.
[24]7 Active Share offers an easy-to-use tool that allows users to create custom cards with in-built templates and assets. The tool provides a responsive design that delivers cards consistently across devices.
[24]7 Active Share can automatically draw and display data from your CRM system in Active Cards. Customers’ responses added to Active Cards can instantly be updated in your CRM.
During a voice call, [24]7 Active Share allows visitors to share images with agents in real-time. At the same time, agents can retain a copy of the images for their records.
[24]7 Active Share allows you to create Active Cards and repurpose them across a range of [24]7 voice and digital solutions to ensure visibility, consistency, and alignment across channels.
With [24]7 Active Share, agents can view and co-scroll Active Card content that the customer sees on their screen. This allows agents to assist and collaborate with customers without having them to relinquish privacy or control.
With [24]7 Active Share reports, a BPO service provider or contact center can manage compliance and control quality of the interactions. Out-of-the-box reports are available for Agent Usage, Invite Metrics, Transcripts, Transaction, and Session Quality.