Introducing

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

ENGAGE

Symbee Connect is a Global Contact Center Solution that integrates directly with Amazon Connect providing advanced Enterprise OmniChannel features.

When deployed with Amazon Connect, it supports Voice (In/Out/Direct Agent), Callback, Preview Dial, Email, WebChat, SMS/MMS, Social Messaging and OmniChannel Reporting.

Symbee Connect also has core features such as a Headset Integration (Jabra and Poly), Supervisor Client, UC Client, Voicemail (Agent and Queue), Presence, Agent Stats, Work Codes, Task History and many more Enterprise features.

Supervisor Agent UI providing Voice and OmniChannel monitoring, barge-in, barge-in control and Queue Reporting for Supervisors

No size constraints – we scale to your needs, whether you’re a startup with a couple of agents, a medium sized company with several hundred agents or a Fortune 500 company with thousands of agents.

All of the functionality you expect from a traditional on-premise solution with the flexibility, scalability and security of a high-performance cloud solution.

Additional channels and features continuously being added to further enhancing your ability to engage your customers with Next Gen CX Technology.

Full integration with Market Leading CRM Solutions.

An intuitive design, resulting in limited time and resources required for staff training

Integrated contact agent metrics and KPIs.

Support for a growing list of Third-Party Solutions.

For more information about pricing, check us out on the AWS Marketplace.

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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:

Zendesk
Salesforce
ServiceNow
SAP
Zoho
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:

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

Reporting includes:

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.