Comm100 Overview
Comm100 is a comprehensive omnichannel customer engagement platform designed to streamline and enhance customer communication across multiple channels. This platform is tailored for mid-market and enterprise businesses, aiming to deliver efficient, personalized, and high-quality customer experiences.
Key Functionality
Omnichannel Engagement
Comm100 integrates various communication channels, including live chat, email, social media (Facebook, Instagram, Twitter, etc.), SMS, and voice interactions, into a single unified agent console. This consolidation allows businesses to manage all customer interactions from one platform, ensuring seamless and consistent customer experiences.AI-Powered Automation
The platform leverages advanced AI technologies, including Natural Language Processing (NLP) and Generative AI models, to automate customer service. AI Chatbots can be deployed across multiple channels to handle repetitive inquiries, freeing up human agents to focus on more complex and high-value interactions. The AI-powered Agent Assist feature suggests answers from existing knowledge sources, helping agents respond more quickly and accurately.Unified View of the Customer
Comm100 provides a 360-degree view of each customer, consolidating data from all interaction channels. This includes conversation history, customer segment information, real-time web browsing data, and CRM fields. This comprehensive view enables agents to deliver personalized support without requiring customers to repeat themselves.Ticketing & Messaging
The platform allows for the management of all social, SMS, and email conversations in one place. It facilitates the creation and management of tickets from any channel, ensuring that follow-up actions are tracked and service level agreements (SLAs) are enforced automatically.Knowledge Base
Comm100 includes a robust Knowledge Base that centralizes vital knowledge resources. This ensures quick and easy access to information for both agents and customers through the agent console, website, and mobile app.Advanced Features
- Real-Time Visitor Monitoring: Allows agents to monitor visitor activities in real-time.
- Customizable Chat Window: Enables businesses to customize the chat button and window to align with their brand.
- Proactive Chat Invitations: Automatically invites visitors to chat based on predefined rules.
- Canned Responses: Provides pre-defined responses to common queries.
- Co-Browsing and File Transfer: Facilitates collaborative browsing and file sharing to resolve issues efficiently.
- Chat Routing: Ensures that customer queries are directed to the most suitable agent or chatbot.
- Multi-Language Support: Offers auto-translation for over 100 languages.
- Surveys and Ratings: Allows businesses to gather feedback through surveys and ratings.
- Enterprise-Grade Security: Meets international security benchmarks such as SOC 2 Type II and ISO 27001, ensuring compliance and security for regulated industries.