Ivinex is a CX orchestration platform that personalizes journeys for customers and simplifies the agent experience through a single pane of glass.
An international company with multiple teams providing services to their customers required a unified communication system that could offer advanced ticketing capabilities. To address this need, they leveraged Ivinex UUE to create unique views for each team and streamline the process of analyzing thousands of emails daily through keyword logic and automation. With Ivinex UUE's automated ticket creation and group assignment capabilities, the company was able to improve customer communication, reduce handling time, and facilitate collaboration between internal and external teams to complete orders and provide top-notch customer service. Additionally, Ivinex UUE's ticket assignment allowed for seamless communication between the contact center and retail locations, further improving efficiency and customer satisfaction.
Questions to Determine Fit
- Does the limited functionality of the current system impact day-to-day operations?
- What other systems do you need to integrate with?
- In what ways does the current system hinder productivity?
- What specific features or functionalities are needed?