Cradle empowers your representatives to handle all types of customer interactions across multiple communication channels. The resultant multimedia agents you create are able to reach the customers from various channels thereby increasing your points of contact. Cradle supports Email, SMS, Chat, Web Callback integration to complete a portfolio of end-to-end interaction management.
Email integration facility when coupled with Cradle in-built ticketing system – Cradle Self Care allows priority queuing of customer queries as well as email notifications (auto and assisted) of status of the issue ticket raised by the customer. These emails can also be synchronized with in-house or third party applications. Besides this, Email integration can also be used as an effective telemarketing tool with the Email Broadcast facility of Cradle.
Cradle facilitates inter-agent chat capabilities within and outside the contact center. Cradle Agent Workbench has an internal chat tool for collaboration within the team. In case of some typical customer query, the agent can consult the supervisor or a SME over chat to resolve the query. For real-time interaction between your agents and customers via text chat/messaging, Cradle provides easy integration with third party chat applications.
SMS integrations can be implemented as an innovative marketing strategy. The incoming messages can be configured with Predictive dialer for automated callbacks thereby maximizing the customer reach. The SMS module can also be integrated for SMS broadcasting, or selective messaging (based on triggers/alerts/events) to the prospect/customer list as an effective sales tool.
Web Callback integration is a very innovative module that can be customized with the Cradle product. One can convert their web visitors into customers and enhance customer service with a click of the mouse since the issue of long wait times does not arise with Web CallBack. With advanced capabilities like day/night control, call forwarding, intelligent call routing, calendar integration, voice mail and statistical reports, Cradle Web Call Back is especially beneficial for inbound processes and inbound sales.