Ease of use
Communication hub offers you a single que for multiple chat conversations avoiding hassle of flicking through multiple windows. Also, it offers customer insights, KPI dashboards and chat controls in a single window interface to provide truly unified experience for business users.
Powerful reporting & Customer 360
Whether it’s monitoring your team’s performance or customer satisfaction, edna makes it possible through its multiple ready dashboards. We aggregate customer data from multiple systems to present you single all-round customer view. KPI monitoring enables managers optimize operator and bot performance.
Streamline business process
For smooth-running of operations automate chat routing based on customer profile, agent skills and priority. Reduce resource hour wastage with spam and profanity filters. Use bots for greeting and pre-processing incoming messages for customer intention analysis.
Aggregate multichannel communication, customer data, KPI monitoring and agent operations control
Operator Workplace
A single view operator interface offers unique queue for active customers on various channels, dialogue box and all related data for engaged customer. Operators can tag customers, share files, set schedule reminders and access message templates in same window.
Manager Workplace
Managers get the real time insights on their team’s performance with ready reference dashboards. You can fetch the comprehensive agent activity reports, customer rating reports and messaging channel reports for detailed analysis. Also, edna offers managers additional controls to manage contact center operations.
Administrator Workplace
edna offers full flexibility to configure the communication software based on your industry specific needs. Administrators can configure multiple scenarios, create unlimited user groups, manage templates and chat-bot behavior. They can also customize chat windows and messaging formats in-line with your brand guidelines.
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