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CRM Lite and Customer Journey Mapping

With Skylight for CxEngage

Skylight for CxEngage offers agents an omnichannel agent workspace with integrated contact management and customer journey mapping, for CRM Lite functionality, without the CRM cost.

A screenshot of the CRM Lite functionality in Skylight for CxEngage

How it Works

A collapsible panel to the right of the interaction window provides contextual CRM functionality.  Agents can create, view, and modify contacts records and have full visibility into the customer journey with a timeline of historical interactions that include detailed notes from previous agents and the corresponding voice recording and messaging transcripts. 

The panel can also expose enterprise applications right on the agent’s workspace, avoiding the need for multiple applications on the desktop.

The contact management panel and be collapsed and expanded so the agent can focus on the interaction and get the information they need without having to switch between applications.

The Customer Overview

When the interaction first comes in, the contact name is presented to the agent before accepting.  Agents can then expand the Contact Management panel to view and edit the contact record and review notes and transcripts from previous interactions. 

The Customer Info Tab

Agents will find more detail on the customer in the Info tab of the Contact Management Panel. This includes full customer contact information including account information and any custom fields relevant to your business.

From here, they can also search for customers by name, email address, phone number, organization, or custom field. 

They can also use the Info tab to change, merge, or create new customer records.

The Customer History Tab

In the second tab, agents will find detailed customer interaction history. 

They’ll see a timeline beginning with the most recent interaction. Card-style summaries display each interaction’s channel, date, time, CSAT, subject, and resolution status. 

Once they find the interaction they’re looking for, they can click to expand for more detail. Here, they will find previous agents’ interaction notes plus any call recordings and messaging transcripts.

Customer Interaction Notes

During each interaction, agents see a collapsed notes pane at the bottom center, below the Messaging and Scripting Window. 

Agents can expand and collapse this pane any time to add notes to become part of the customer record. Here, they see a button to add labels according to internal tagging logic for easy sorting. 

During wrap-up, this pane expands for agents to note the details of the interaction.

Features

Purpose-Built CRM

Contact Management for the Contact Center

The essential CRM features every contact center needs, melded into a single agent desktop. Simplify agent workflows, improve customer and agent experience, and reduce frustration and handle time.

Customer Journey Mapping

Complete Timeline of Customer Interactions

Full visibility into historical interactions, including notes, call recordings, and messaging transcripts.  Auto-sync with each interaction so agents can focus on the customer rather than the software.

Reduced Footprint

Contact Center and CRM in One Workspace

Omnichannel contact center meets contact management. Fewer clicks and applications to switch between means greater agent productivity and the ability to support a higher volume of interactions.

Customizable for Your Business

Record Templates and Custom Integrations

Customize record fields to capture what you need to know about customers. Customize functionality using our REST API. Skylight delivers open integration capabilities to provide maximum flexibility.

Looking for a solution that will integrate with your existing CRM?

  • CxEngage does that too.