Vergic Engage is a comprehensive ‘Digital first’ Customer Engagement Platform designed to enhance customer experience and drive revenue through advanced digital channels. Here’s an overview of what the product does and its key features:
Purpose and Functionality
Vergic Engage is tailored to help organizations engage with their online customers and callers more effectively. It focuses on improving customer experience, shortening sales cycles, and increasing revenue by leveraging advanced digital engagement tools.
Key Features
Core Engagement Tools
- Co-browsing: Allows agents to visually guide and assist customers in real-time, including form sharing and instant co-browsing with incoming phone calls.
- Advanced Chat: Provides highly customizable and device-independent chat widgets and contact banners. Agents can manage high-volume chat requests efficiently using the advanced agent-assisted chat tool.
- Chatbots: Enables the creation and training of AI and menu-based chatbots using the Vergic Bot Trainer. These chatbots can automate meaningful dialogs and support multiple languages.
Automation and Efficiency
- Vergic Automation Tools: Automate parts or entire dialogs, reducing the time agents spend on simple and repetitive tasks. These tools support virtual agents, AI, and machine learning, and can execute robotic processes with or without cognitive support.
- Dynamic Shortcuts: Pre-defined shortcuts for agents to navigate customer cases, send files, show videos, and more, which are case-type related for effective case management.
Integration and Compatibility
- Multi-Channel Support: Engage with customers through various channels, including text chat, phone calls, video and audio chats, and external messaging apps like Facebook Messenger and SMS.
- CRM Integrations: Seamless integration with existing CRM systems, such as Salesforce, allowing agents to switch between channels without changing the interface.
- Vergic Integration API and Plugin API: Provides access to the message broker architecture for CRM integrations and allows extending the agent’s toolbox with external applications and tools.
Security and Accessibility
- Secure Visitor Authentication: Offers secure authentication methods, including Reverse proxy, OpenID Connect, and ‘Mobilt bank ID’, ensuring secure sessions with customers.
- WCAG Compliance: Supports the creation of WCAG 2.1 AA compliant UI, ensuring accessibility for visitors with disabilities through features like keyboard navigation, screen reader support, and more.
Additional Features
- Document Sharing: Allows safe sharing of documents and files between agents and visitors.
- Screen Sharing: Enables agents to share their entire screen or specific applications with visitors in real-time.
- Scheduled Web Meetings: Offers tools for customers to book online advisory meetings with experts, enhancing digital lead generation.
- Workforce Monitor: Real-time monitoring of service agents’ workload to optimize resource allocation.
Deployment Options
- SaaS Public and Private Tenants: Available on EMEA and US tenants, with the option for a dedicated private tenant or hosting on the customer’s own server center or Amazon AWS instance.
- On-Premise: The ability to run the Vergic Engage solution in the organization’s own data center.
In summary, Vergic Engage is a robust platform that enhances customer engagement through advanced chat, co-browsing, automation tools, and seamless integrations with other systems, all while ensuring security, accessibility, and flexibility in deployment options.