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 Collaboration
Collaboration was created to address a specific need our customers were asking for, the “Back Office” Contact Center Support Team Members.
We’ve offered features in Collaboration to that make sense for staff in back office and support roles. This includes Headset Integration, Presence, Voicemail and Internal IM.
Just like Engagement UI, we’re adding features that will simplify and enhance Collaboration.
Did we mention you get Collaboration for free when you sign up on Symbee Connect?
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:
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:
Role-based access control (RBAC) restricting access to data based on groups and management.
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:
Enables you to manipulate dynamic data on the fly for deep dive analytic modeling
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
Provides analysis of data using machine learning (AI) integration to create better contact center and business decisions
Set and view reporting metrics end to end in contact flows
Set, view and monitor Key Performance Indicator (KPI) targets
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.