Empower your agents to deliver exceptional customer experiences with Softnet Agent Workspace
Fully Automated Inbound
Our intelligent, rules-based routing system and prioritization engine ensure that relevant conversations — based on identity and full conversational context — get distributed to the best individual, team or bot based on a fully customized workflow.
Zero Agent Down-time
Softnet proprietary Play Mode — an automatic content distributor which eliminates all need for manual triage — fully automates case distribution to focus your agents on the right conversations.
Queue customer content and permissions based on your agent skill set not channel. This enables you to align forecasting, resource planning and report in real-time on your customer service operation.
Integrated Bot & Human
Softnet provides the unique ability to seamlessly integrate agent-assisted service & bot-based automation in a single conversation, facilitated by smooth bi-directional handoffs with historical context.
We’ve built a platform to help you prioritize, engage and resolve customer issues with robust agent capabilities built for the nuances of messaging channels.
“Softnet intelligence, automation and workflow truly enables us to exceed our service benchmarks while allowing us to address a broader range of customer inquiries.”
Customer Management Centre, Sainsbury’s Argos
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…that’s helped our customers reduce customer service costs by up to 30% whilst increasing NPS by 21%
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