Managing communications with the user via multichannel, guaranteeing the opportunity to choose the preferred channel without suffering loss of information is, on paper, an easily achievable goal
Despite this status may seem a “must” for businesses, most companies are not yet ready for full governance of multiple channels that are not considered as fully isolated from each other.
The emergence of the new channels and new media has allowed users to have more resources available to communicate with the brand, both to request support or if they require commercial information.
Braininteractive was designed to allow businesses and organizations to control multiple channels without impacts on their infrastructure and organization. It allows to act as a global integrator of infrastructure technologies (CTI, Mail Server, Web, Fax, etc.) with back-office software systems (CRM, ERP, etc.).
Through this basic feature and the technologies that enable a dialogue with the user (NLP, TTS, Virtual assistance), Braininteractive has many tools to communicate with the user via cross-channel, as well as a logic of governance to achieve a centralized single customer view. These are described below:
WebChat: Dialogue with the user through a webchat with virtual/ human operator that allows to enhance, in live mode, the capacity of the web channel to establish a real-time, direct dialogue with the user. WebChat exploits the potential of the NLP engine in order to make the dialogue completely independent from the support team (Self-Service Mode); it is also able to extend the service escalating the request to other channels.
SMS: The dialogue with the user can be managed through SMS channel with the possibility to escalate the request to the VOICE channel (speaking with an operator) or to the Web channel (links to web pages or html Mobile interfaces for APP interaction).
Email: Email contents can be controlled using this channel, which still is the second favourite, after the VOICE one. Email communications with users are therefore not disconnected from the global flow of communication with the user through other channels.
VOICE / IVR: It is planned for governance of the IVR and CTI systems, which represent target channels (not redirecting) with back-office integration with ERP / CRM systems for user identification.
Social: The proactive dialogue with the user may also take place via Social channels, with the same dynamics used in the SMS channel, with privacy verification (sending direct messages and non-public) and synchronization of personal information for user identification.
Mobile APP: Braininteractive allows you to control both contents and navigations of mobile applications, making use of the editor used for the governance of other channels. This allows those who develop mobile applications to develop an application which is fully dynamic, even in its navigation and personalization functionalities.
Media / Kiosk: Braininteractive is the ideal application to control contents and interactions in media devices such as kiosks or digital displays.