Agent workspace
Work Smarter, Not Harder
Deliver exceptional customer experiences with a robust
omnichannel workspace powered by AI and automation
A true AI, omnichannel workspace
Manage all conversations, inbound and outbound, across every digital channel, from a single workspace. Use automated conversation flows to resolve repetitive inquiries efficiently and at scale, while giving human agents the oversight and ability to jump in when needed. Automatically assign conversations to either a bot or a human agent based on behavior, triggers and predefined business rules. Seamlessly switch between human and automated agent retaining all context right from within the agent workspace.
Empower managers & agents
Resolve inquiries as efficiently as possible with the ability to prioritize, assign and reallocate resources in the click of a button. Our robust routing engine ensures efficient agent workflow with business rules that allow brands to utilize self-service and automation when possible, saving time and cost. Agents and managers see context, templates, history, and intent right from the workspace, allowing teams to provide the best customer experience possible.
See customer journeys at a glance
The agent workspace is designed to give agents everything they need to understand the customer journey at a glance. Our end-to-end solution uses generative AI, machine learning and natural language processing (NLP) to identify user intent, deliver the right information and proactively steer the customer journey. The result is impactful conversations that drive outcomes for both consumers and agents.
Hyper-personalization made easy
The Agent Workspace empowers agents to understand customers and tailor every experience to meet specific customer needs. From determining the preferred mode of communication, such as text, video, or voice, to gleaning actionable insights, the workspace makes it easy for agents to create hyper-personalized experiences that make customers feel understood.
Actionable insights
Proactively manage efficiency and service levels with our advanced analytics, customizable BI dashboard, and reporting intuitive tools. Access real-time insights for both automated and human agent-led experiences, track key performance indicators, and make data-driven decisions for optimized operations and enhanced customer satisfaction.
Autonomous CX Essentials
Everything needed to create efficient, personalized experiences for exceptional customer service.
Generative-AI
Smart routing
Group conversations
Knowledge base
Insights
Simple, yet powerful
Unleash the power of your customer service dream team: humans agents
and automated agents working together for faster resolution. With CommBox,
you gain the ability to take control, adapt with ease, and foster growth.
Seamlessly route conversations to the right agent at the right time, while enabling easier on boarding and agent retention. CommBox enables a seamless experience that empowers agents to deliver exceptional customer service.
Pre-integrated with your enterprise business systems, CRM platforms, and third-party applications, while allowing rich customization options to align with specific business needs.
Proactively reach out to customers across any digital channel, sending updates or additional information. Utilize predefined triggers to automate and ensure timely customer outreach. Stay effortlessly on top of the customer journey and initiate engagement.
Automated experiences, integrated into your systems
Stand out from the crowd by tailoring experiences on your customers channel of choice,
leveraging business data to reach higher conversions and satisfaction. On-to-one
communications or campaigns made easy with CommBox
Oracle Service Cloud (RightNow)
Microsoft Dynamics
Priority ERP
Comeet
Salesforce
SAP C4C
Tech Specs
CommBox Connect is easy to implement, secure and customizable, ensuring that platform transition and development are a breeze for your team.
- Enterprise-grade security
- Open platform for customization
- Pre-made widgets for out-of-the-box functionality
- Flexible deployment models
- Open API