Overview
It’s a 100% cloud based, feature rich OmniChannel Contact Center suite of products running on Amazon Web Services (AWS), one of the most scalable, secure and reliable clouds on the planet.
What is Symbee Connect?
Symbee Connect UNISON
Engagement
UNISON was created by unifying both Amazon Chime SDK and Amazon Connect into a single user experience. This extends Symbee’s current reach well beyond ENGAGE, our OmniChannel Contact Center offering, and directly links them into the entire Customer Enterprise by providing a UCaaS Solution that is fully integrated with the Contact Center.
Symbee UNISON has the core UCaaS features you expect, such as Dial Plan Control, Multiple Call Appearances, 911/e911 Support, Voicemail with Transcription to Email and/or SMS, Mute, Hold, Transfer, Multi Party Conferencing, Directory and Presence. UNISON also has Intelligent Call Routing/Auto Attendants and Do Not Call (DNC) support as standard features that expand beyond the standard UCaaS.
Symbee UNISON has an easy to configure CRM integrations directly into Salesforce, Zendesk, MS Dynamics, Netsuite, and ServiceNow.
Symbee Connect
Fusion
At Symbee, we understand importance of integrating with industry standard CRM platforms in order to allow our customers access information and tools they need to service their customers.
We designed a framework we call Fusion, to allow integration between Symbee Connect and the most popular CRM platforms used in contact centers today and unlike some OmniChannel solutions, Fusion is part of our core platform meaning there is no additional cost.
Here are the currently supported CRM solutions:
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Zendesk
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Salesforce
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ServiceNow
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SAP
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Zoho
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EPIC
We’re continuously adding new connectors to meet our customers needs.
Symbee Connect Analytics
Analytics is our comprehensive analytics and reporting module, providing the ability to run standard reporting you’ve come to expect from Contact Center Solutions and then take it to another level with full analytics and machine learning (AI) integration.
The Symbee Connect Analytics provides:
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Role-based access control (RBAC) restricting access to data based on groups and management.
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Dashboard Views for dynamic and static data reporting and manipulation.
Many companies say they have Analytics but in reality, they just have reporting. The analytics component of our product is unique because it:
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Enables you to manipulate dynamic data on the fly for deep dive analytic modeling
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Allows inclusion of multiple data sources – internal to your contact center and external, to provide holistic and comprehensive analysis of your end to end connection with customers and how external influences impact your ability to service them
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Provides analysis of data using machine learning (AI) integration to create better contact center and business decisions
Reporting includes:
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Set and view reporting metrics end to end in contact flows
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Set, view and monitor Key Performance Indicator (KPI) targets
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View Realtime and Historical Metrics to help your Contact Center drive First Contact Resolution (FCR) for your customers.
For more information about pricing, check us out on the AWS Marketplace.
