ZSmart WhaleTalk is a next generation intelligent and integrated call center solution with proactive and contextual capabilities of customer services. Through a powerful channel adapter, the intelligent robot is able to take over 90% of communication workload from multiple channels. WhaleTalk provides a unified agent desktop (UAD) where an agent’s daily work can be finished within grace. UAD crosses platforms and terminals so that agents can enjoy a consistent experience both on web and mobile app. WhaleTalk holds a business integration framework that ensures cases to be created smoothly and flow to corresponding backend system. In a nutshell, WhaleTalk delivers remarkable customer experience with multi-channel contact to enrich customer interactions, improve working efficiency of agents and customer service quality.
Benefits
Reduce labor costs
The bot agent with intelligent interaction capabilities helps enterprises reduce human agent workload up to 85% and solve up to 70% cases without human assistance. Furthermore, bot agents perform much better in high concurrency scenarios compared to human agents.
Deliver onmi-channel experience
WhaleTalk creates a consistent customer experience across channels (IVR, web, social media, email, mobile app, etc.), bringing maximized convenience to customers and improving customer loyalty.
Improve work efficiency
The Bot agent provides various assistance to human agents with the support of a Knowledge Based System (KBS), such as products and services promotion, one-click troubleshooting, customer sentiment change notification, and service tactic recommendation, etc.
Transform from a cost center to a profit center
The Bot agent discovers and identifies valuable business opportunities during interactions with customers and records them for further manual processing. Moreover, with a multi-tenant design, organizations like CSPs can open their contact center capability as a service to SMEs.
Reduce labor costs
The bot agent with intelligent interaction capabilities helps enterprises reduce human agent workload up to 85% and solve up to 70% cases without human assistance. Furthermore, bot agents perform much better in high concurrency scenarios compared to human agents.
Deliver onmi-channel experience
WhaleTalk creates a consistent customer experience across channels (IVR, web, social media, email, mobile app, etc.), bringing maximized convenience to customers and improving customer loyalty.
Improve work efficiency
The Bot agent provides various assistance to human agents with the support of a Knowledge Based System (KBS), such as products and services promotion, one-click troubleshooting, customer sentiment change notification, and service tactic recommendation, etc.
Transform from a cost center to a profit center
The Bot agent discovers and identifies valuable business opportunities during interactions with customers and records them for further manual processing. Moreover, with a multi-tenant design, organizations like CSPs can open their contact center capability as a service to SMEs.
Features
Mature AI capabilities
Embedded with multiple AI technologies (NLP and machine learning), a chatbot is adopted to improve efficiency and customer experience.
A unified and shared knowledge base
WhaleTalk breaks down the data silos by unifying contact channels and share a unified knowledge base with agents for better customer interaction.
Big data analytics for valuable recommendations
Supported by big data analytics technology, WhaleTalk can provide professional advice and valuable recommendations to agents.
Wide range of business scenarios and industries
WhaleTalk can be applied to multiple business scenarios and industries, including telecom, travel, insurance, banking, etc.
Mature AI capabilities
Embedded with multiple AI technologies (NLP and machine learning), a chatbot is adopted to improve efficiency and customer experience.
A unified and shared knowledge base
WhaleTalk breaks down the data silos by unifying contact channels and share a unified knowledge base with agents for better customer interaction.
Big data analytics for valuable recommendations
Supported by big data analytics technology, WhaleTalk can provide professional advice and valuable recommendations to agents.
Wide range of business scenarios and industries
WhaleTalk can be applied to multiple business scenarios and industries, including telecom, travel, insurance, banking, etc.
Business Scenarios
Unlock new operating models
WhaleTalk unlocks new operating methods that can fuel growth for organizations. WhaleTalk provides two approaches to transform your call centers into profit centers - conducting large-scale marketing activities through intelligent outbound to increase sales conversion rate; empowering business customers with flexible customer service in call centers via a SaaS model.
Expand call center touchpoints to social media
A call center without social media integration has become a shortage for operators to improve customer interactions. WhaleTalk adds social media to your existing range of support channels and agents can interact with customers on a unified desktop to improve efficiency. The system can make automatic outbound calls to customers via IVR, SMS, email as well as social media messages for service feedback. See: How to interact with customers on Social Media.
Create intelligent quality assurance to improve customer services
Real-time quality monitoring of agents is the most effective approach to improve customer service in call centers. With a flexible quality assurance system, managers can discover and solve problems by monitoring the interactions between agents and customers. WhaleTalk helps managers achieve their goals easily with 100% quality assurance of call records and real-time reminds, and proactive sentiment analysis.
Unlock new operating models
WhaleTalk unlocks new operating methods that can fuel growth for organizations. WhaleTalk provides two approaches to transform your call centers into profit centers - conducting large-scale marketing activities through intelligent outbound to increase sales conversion rate; empowering business customers with flexible customer service in call centers via a SaaS model.
Expand call center touchpoints to social media
A call center without social media integration has become a shortage for operators to improve customer interactions. WhaleTalk adds social media to your existing range of support channels and agents can interact with customers on a unified desktop to improve efficiency. The system can make automatic outbound calls to customers via IVR, SMS, email as well as social media messages for service feedback. See: How to interact with customers on Social Media.
Create intelligent quality assurance to improve customer services
Real-time quality monitoring of agents is the most effective approach to improve customer service in call centers. With a flexible quality assurance system, managers can discover and solve problems by monitoring the interactions between agents and customers. WhaleTalk helps managers achieve their goals easily with 100% quality assurance of call records and real-time reminds, and proactive sentiment analysis.
Unlock new operating models
WhaleTalk unlocks new operating methods that can fuel growth for organizations. WhaleTalk provides two approaches to transform your call centers into profit centers - conducting large-scale marketing activities through intelligent outbound to increase sales conversion rate; empowering business customers with flexible customer service in call centers via a SaaS model.
Business Scenarios
Expand call center touchpoints to social media
A call center without social media integration has become a shortage for operators to improve customer interactions. WhaleTalk adds social media to your existing range of support channels and agents can interact with customers on a unified desktop to improve efficiency. The system can make automatic outbound calls to customers via IVR, SMS, email as well as social media messages for service feedback. See: How to interact with customers on Social Media.
Create intelligent quality assurance to improve customer services
Real-time quality monitoring of agents is the most effective approach to improve customer service in call centers. With a flexible quality assurance system, managers can discover and solve problems by monitoring the interactions between agents and customers. WhaleTalk helps managers achieve their goals easily with 100% quality assurance of call records and real-time reminds, and proactive sentiment analysis.
Unlock new operating models
WhaleTalk unlocks new operating methods that can fuel growth for organizations. WhaleTalk provides two approaches to transform your call centers into profit centers - conducting large-scale marketing activities through intelligent outbound to increase sales conversion rate; empowering business customers with flexible customer service in call centers via a SaaS model.
