CRM - Serve | Omnichannel Service Automation

Auto-respond 24/7 to messages across channels (like WhatsApp, Email, Live Chat, etc.), get 360 view of users, route tickets across departments, & reduce service costs.

Configure service channels for automation

Configure the channels that you would like to automate. These are the channels from which your customers, employees, partners, etc. raise requests or queries to your company (like WhatsApp, Email, Live Chat, etc). Round Infinity will use Answer Bots to automatically answer on these channels using business data that is already available in Round Infinity custom apps or out-of-box apps. Alternatively, the case is routed to the agent.

Configure answer bots to automatically respond to channels

Configure Answer Bots to automatically answer the calls or messages you receive in your contact center. They can be configured for any channel like call center, WhatsApp, Email, Live Chat, etc. Answer Bots can seek input from user & intelligently answer using the business data that is already available in Round Infinity custom apps or out-of-box apps.

Automate support on email

Automate ticket creation & response of all support emails using Answer Bots or using omnichannel agent inbox. Configure your support email accounts for automation. Round Infinity reads emails sent to these email accounts, automatically sends acknowledgement, auto-replies using knowledge base, creates a case & assigns to agent. The documents attached to the email are automatically inserted in the case. The agent replies to the email, within SLA, using the Omnichannel Agent Inbox.

Automate support on WhatsApp

Automate ticket creation & response of all WhatsApp messages using Answer Bots or using omnichannel agent inbox. Purchase a phone number from Round Infinity & enable it for WhatsApp Business Account. Round Infinity reads these WhatsApp messages, automatically sends acknowledgement, auto-replies using knowledge base, creates a case & assigns to agent. The documents attached to a WhatsApp message are automatically inserted in the case. Configure Answer Bots to automatically reply to queries on WhatsApp. Answer Bots uses data from knowledge base, custom apps & out-of-box business apps to respond. This will drastically reduce the load on agents. If the Answer Bot cannot respond, the case is automatically assigned to the agent. The agent replies to WhatsApp messages, within SLA, using the Omnichannel Agent Inbox. The agent can attach multiple documents in the response.

Allow customers to have live video chat

Allow your customers to seek support or attend appointments using live video chat. Allow users to easily schedule appointments for video calls. Allow participants to securely join video calls using a secured link. Record video meetings & easily access these recordings for compliance & audit purposes.

Allow live chat using self-service portal

Allow customers or employees to seek support using live web chat from mobile or by creating a ticket using self-service portal. Easily embed Round Infinity Live Chat in your website or app. Configure Answer Bots to automatically reply to queries on Live Chat. Answer Bots uses data from knowledge base, custom apps & out-of-box business apps to respond. This will drastically reduce the load on agents. If the Answer Bot cannot respond, the case is automatically assigned to the agent.The agent replies to Chat messages, within SLA, using the Omnichannel Agent Inbox.
Read More About Self-Service Portal

Generate custom cross channel analytics

An actionable dashboard of your service requests, cases, etc. helps you make the right choices for your business. Analyze and gain insight into how you are providing service across each channel. See which agents are not performing well & train them accordingly.
Read More About Custom Reports Builder

Know customer satisfaction rating

After agent closes customer service ticket, Round Infinity allows the customer to specify if he/she would recommend your brand to others. This allows to track your Net Promotor Score. For each channel, after agent closes a ticket, Round Infinity automatically gathers rating from the customer. This allows to track your Customer Satisfaction Score. In real-time, find out which customers are not satisfied with your service & take appropriate measures to reach out to such customers.

Get 360 view of customers

Get a complete 360 view of your users - their orders, service requests, cases, calls, conversations, etc., all in one view - across all your departments including marketing, sales, commerce, and service.

Provide agents with omnichannel inbox to respond

Allow your agents to track and respond to all incoming requests from all channels with one Agent Inbox. All responses from agents, are automatically sent to the channel from which the request was received. Browser-based notifications alerts the agent when a customer starts a conversation or replies to a conversation. The agent can see 360 view of the user when responding. The agent can easily wrap up the case directly from the inbox.

Allow agents to quickly respond using knowledge base

Quickly build a customizable help center so your customers, employees & partners can get their queries answered in a self-service manner. Maintain a central repository to store guides, documents, best practices, policies, procedures, etc. that can be accessed and shared between multiple users & locations. Bulk upload documents, search, & maintain version history to ensure a single version of truth for each document. Internally discuss & collaborate specific parts of customer requests with experts from across your company to figure out the best solutions.
Read More About Knowledge Management

Allow agents to quickly respond using canned responses

Allow your agents to quickly & consistently respond to common inquiries using pre-formatted replies. Browser-based notifications alerts the agent when a customer starts a conversation or replies to a conversation. The agent can see 360 view of the user when responding.