Web/mobile focus

Present in multiple channels

Prefer self service

Loyal but demanding (e.g., support always online)

Lower satisfaction threshold: unhappy customers create greater damage due to social media

Relationship hub: By untilizing tool like post-call CSAT survey and preview cases beforehand, agents can build loyal customers, instead of providing simple Q&A

Realtime business insight and speech coaching

Recommendation: cross sell or upsell

Multi-skill training of customer support representatives with automation process features including but no limit to Canned Response improve agent’s workflow

SeaChat AI Chatbot and Voicebot to Handle routine questions

Leverage intelligence to serve your customers 24x7

Customizable bot scenarios with flexibility to meet your business needs

No hardwired phone lines anymore

Shielding from next pandemic

Either be distributed or clustered

Reducing opex cost

Cross-channel or omnichannel

Built on top of existing platforms such as, Twilio Flex, ZenDesk, AWS Connect, MessageBird

DevOps centric: continuously evolving and updating