Only purchase subscriptions for you agents without any additional cost for supervisors, managers, or quality assurance users that can access and use the Aheeva Services.
Maximize the satisfaction of your callers with customizable interactive voice response (IVR) services and intelligent call routing. You can route calls to the most qualified agents based on IVR selections, callers information, business rules like open hours and holidays, and agent skills. 100 percent of calls are recorded and securely stored in our repository.
Skill-based routing allows you to implement the best strategy to direct calls and chats to the most suitable pool of agents based on their skills, knowledge, expertise, line of business, or experience, rather than choosing any available agent regardless of the qualifications.
Build outbound calls campaigns and decide the dialing modes that better suits your business needs. You can use the predictive dialer coupled with answering machine detection to boost agents' productivity while respecting the industry regulations. In addition you have access to a Progressive dialing and a Preview dialing mode ideal for B2B where the agent has access to the customer's information prior to the dialer initiating the call.
In addition to getting calls pushed to an agent and answered automatically (no ringing of agents' phones) you can decide to offer the agents the possibility to answer the call or to pass, so the call gets offered to the next available agent.
Offer your visitors the possibility to chat directly with your agents from your webpage. Agents can handle multiple simultaneous chat sessions with different visitors while they can still handle calls to keep your SLAs under control.
Deliver better Customer Experience and nurture the fidelity of your customers by offering them the possibility to contact you using their favorite means of communication seamlessly whether it be by phone, email, chat, SMS, or social media channels like WhatsApp, Twitter, Telegram, or Facebook Messenger and Posts.
The Routing Scripts builder is an intuitive interactions builder that you can use to implement intelligent self-serving systems and chat bots, simply connecting boxes and providing the business logic. In addition to building IVRs you can route calls and chats to the most qualified agent thanks to skill-based routing. And when hold times get long, the Virtual On Hold gives the callers the option to hang up without loosing their position in the queue and get called back as soon as they are next to be served.
Avoid recording of sensitive payment card information and prompt callers for sensitive information without any intervention from your agents.
Display real-time metrics on customizable dashboards and a have access to a multitude of pre-built historical reports delivered right to your inbox.
Your supervisors can listen to calls undetected, whisper guidelines to the agent, or fully take part in the call in progress.
One hundred percent of calls and digital interactions get recorded and stored in our repository. Users performing Quality Assurance tasks have access to inbound and outbound call recordings and transcripts of all text-based communications. You can create evaluation forms with multiple criteria and scores and associate them with recorded calls or transcripts of chats to empower your QA team with the tools to better evaluate the agents performance.
Use the rich set of APIs to easily integrate Aheeva Services with third-party application, or develop your own tools to access all of the features of the Aheeva cloud-based contact center solution.
No more agents waving their hand to get their supervisor's attention while on a call, and no more supervisors going from agent to agent to communicate some new guidelines. The messaging center opens the door to Supervisor-to-Agent(s) and Supervisor-to-Supervisor direct messaging.
Customizable multi-level disposition codes to better classify your agents interactions with your clients.
Build your own Forms to capture your clients' information and offer your agents a screen-pop for a better customer service.
Please contact an Aheeva sales representative to enquire about this add-on.
Please contact an Aheeva sales representative to enquire about this add-on.
Please contact an Aheeva sales representative to enquire about this add-on.
You can purchase Aheeva professional services to have the experts setup your environment, perform all required configurations, to have a turnkey solution without the technical hassle. Please contact an Aheeva sales representative to enquire about the Aheeva professional services.
To have smooth operations and be able to solely focus on your business, Aheeva strongly recommends that all managers, supervisors, QA, and agents attend an Aheeva Training to gain familiarity with the Aheeva contact center solution and make the most of using the Aheeva Services. Please contact an Aheeva sales representative to enquire about the Aheeva training .