"Art is never finished, only abandoned."
- Leonardo da Vinci
Smart guy, that Leonardo.
Even though SightCall’s artists prefer to work in lines of code rather than oils and Italian marble, we couldn’t agree more.
The SightCall Platform will always be a work in progress, getting better over time.
SightCall engineers and developers are constantly taking feedback and requests from users to help make our software the best tool for the way you work.
Our latest platform release includes several updates designed to enhance transparency, monitoring and workflow functions.
Let’s start with a quick look at three key monitoring and dashboard features:
- ACD Queue provides a real-time, live view into call queues. In order for call center managers to be successful, they need constant knowledge into peak times of service calls. This invaluable insight helps to quickly adjust resources to improve call handling and reduce customer call wait times.
- Agent Status provides a real-time glimpse into agent availability. For example: Betty is unsure how to help a customer on a call that is in session. She knows that Tom (another agent) can help. Being able to easily see if Tom is available to join is imperative to helping resolve the customer issue in a single call and in a timely manner.
- ACD Dashboard is an overview of call status over a period of time. This is a perfect view to indicate peak times of service and can lead to better resource management.
Dashboards and monitoring improvements are key because we believe that when you can see more, you can solve faster and serve better.
We’ve also made changes to Digital Flows, our process automation tool.
If you want to learn more about SightCall Digital Flows, check out this free ebook.
Building sets of digital work instructions to streamline repetitive tasks and replace outmoded pen-and-paper processes is getting easier with every iteration.
Our newest release now includes:
- Native signature collection so a third-party vendor like DocuSign or HelloSign is not necessary for integration in order to capture signatures within a Digital Flow
- Video previews help you catch any potential issues in footage that you add to a Digital Flow. Previews let you catch technical glitches, incorrect timing, or missing elements, and make necessary changes before it's too late.
- Flow versioning helps give admins or flow creators the ability to collaborate and rollback to previous flow versions. This is a perfect enhancement for exploring A/B testing scenarios.
And last, but not least, we made it easier to communicate with your colleagues and customers around the world.
- Live Translation management is made easier when it comes to recording, live translation, and multiparty settings for visual support. Admins now have the ability to switch Live Translation ON for the guest experience, which breaks down language barriers between the agent and guest.
Is that every change and update? Not even close.
If you’re already a SightCall customer and want to see more, you can find the full Release Notes in your SightCall help center.
If you’re NOT a SightCall customer and want to know how this latest SightCall Platform Release can boost efficiency and reduce costs for YOUR business, feel free to get in touch and start the conversation.
