Contact Center Functionalities

Smarter than Call Center. Always talk to the right expert.

Automatic call distribution

Call management

Surveys

Reporting

Telephony network gateway

Core functions

Connect your clients with the proper consultants with context and skill-based routing to increase their satisfaction with the best possible support. The change of connection types and its transfer, from Call Center to Virtual Branch and back, can be totally seamless. Once the customer journey is over, gather feedback with simple surveys.

Automatic call distribution

All client inquiries can be distributed automatically, i.e. based on the consultant’s skills or on the context of the text chat conversation. You can configure the rules and monitor the distribution. You can also show them video ads as they wait for the connection.

Call management

Agents can manage the session: mute, hold, transfer to another agent, and also upgrade to voice or video call when it started with a live chat. When another expert is needed, they can be added by switching to a conference call.

Surveys

Curious about your service quality? Show all your clients a short and configurable survey after each session and gain feedback from your clients as well as consultants. You will learn what to change to increase the customer satisfaction up to 95%

Reporting

We all know how important proper analysis is. Export the data or show results in the dashboard to draw conclusions and take your services and sales to next level.

Telephony network gateway

Make the communication seamless with our Media Server to integrate LiveBank with the Contact Center. Then, the Contact Center phone call can be easily transferred to the voice call in virtual branch, without disconnecting. It works in both directions.

Improve bank’s sales
with all LiveBank features

Attract new customers, increase customer loyalty and improve customer experience with other LiveBank features, that support sales and aftersales processes in your bank.

Onboarding & Authorization

Remote customer
acquiring and operation
authorization

Collaboration

Co-browsing,
screen-sharing
and more

Video & Text Chat

Video, voice and live chat
easy access

Omnichannel

Virtual branch serving
different tuchpoints