Omnichannel Voice Contact Center
Working with Jusan who are world leaders in Contact solutions, with over 60 years of experience in the Telecommunications sector, present in 50 countries and with products recognised and certified by the most prestigious manufacturers in the market.
A SMART Contact Center for calls and chats 100% in the cloud.
Unify all your communication channels in a single place
Do you receive so many digital interactions that you find it difficult to deal with them all? With “WeTeam”, answer messages from WhatsApp, Facebook, Twitter, Instagram, Telegram, web chat, SMS, and video calls simultaneously and from the same inbox.
Why do you need a unified Social Media platform?
To serve the same channel across all agents.
Optimise interaction time.
Offer an interactive menu to your customers.
Increase the productivity of your team.
Reduce team sizes
Ensure that all inquiries are dealt with correctly.
Distribution
It identifies and intelligently distributes the communication to the most appropriate group and agent.
Interaction
When the agent receives the interaction, all the contact details are displayed on the agent’s screen.
Queue
If all agents are busy, Fidelity puts the call or the chat on hold until an agent is available.
We provides data and statistics in real-time that show what is happening in the Contact Center and help analyze the quality of service.
Data
Talk to your customers from their favourite channels
Chatbots
Automate conversations and reduce waiting times
Make a great first impression on your customers with a chatbot! Personalise service, facilitate self-service, extend the opening hours, and increase first contact resolution with a virtual assistant. Help facilitate self-service and involve your agents only when it is essential
Avoid overloading your agents and offer self-service options, available 24 hours a day, allowing your customers to get the information they need without human intervention, such as checking accounts, paying bills, querying opening hours, frequently asked questions, etc.
Intelli-Routing
Route your contacts and reply efficiently
Do you receive so many digital interactions that you find it difficult to deal with them all? With WeTeam, answer messages from WhatsApp, Facebook, Twitter, Instagram, Telegram, web chat, SMS, and video calls simultaneously and from the same inbox.
With us, you ensure that your customers always get their queries resolved. Thanks to automatic chat routing, your conversations are intelligently distributed to the most appropriate department or agent based on their skills or the message content.
