Video & Messaging
for your Contact Center
- Reduce Long hold times
- Reduce callbacks
- Agent replies to automated messages
- Video calls & text messaging to ANY cellphone
- Works with any contact center (cisco, avaya, five9 etc.)
Overview
The Octopus Contact Center Connect module provides a rapidly deployable cloud-based messaging capability to your existing contact center. Text messaging is added to three touch points: 1. agents via chat, 2. call deflection from the IVR or 3. provide voice agents the ability to send information by text message to callers. This module plugs into your existing contact center and/CRM desktop.
High capacity, scaleable throughput
2-way messaging
Voice Agent Messaging screenpop/gadget
2-way agent messaging using your chats systems of choice
Deflect voice callers from IVR to 2-way chat
Integration with leading CRMs & Contact Centers (Cisco, Avaya, Five9, Salesforce, Oracle etc)
Realtime configuration and testing
Enterprise Single Sign-On (SSO)
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Plugs-in to your existing Contact Center or CRM
With our cloud-based solution plugs into your existing on premise or cloud contact center and/or CRM. Add messaging to your Cisco, Avaya, Five9, Oracle, Salesforce etc environments. Our Contact Center Connect module works with dozens of different vendors,
Use Cases
Agent handling of automated message replies: allow replies to automated messages (e.g. appointment changes) be handled by agents.
Long hold times: if your hold times are long then using our call deflection solution will allow callers to dequeue to chat, allowing a single agent to handle multiple customers simultaneously.
Reduce callbacks: empower voice agents to provide written information by text messages (e.g. ref numbers, street addresses). By providing information by text message callbacks are reduced.
Contact Center Connect Verticals
Insurance
Financial
Healthcare
Utilities
Education
Government
Logistics
What our customers say
Our clients love our great results, personable service, expert knowledge and on-time delivery.
"AdvanTel has several Contact Center customers who often need multichannel technologies to work cohesively with their Avaya solutions. We turn to Octopus to deploy fully integrated SMS and text chat solutions. "
“Octopus is a trusted partner that understands the challenges and opportunities for messaging. They complement Swampfox’s Customer Experience-focused applications for Contact Center and IVR nicely…”
“Our customers demand Omnichannel solutions for their Cisco Contact Center Express contact centers. WEBTEXT provides exactly what AOS customers need - an out of the box messaging solution which revolutionizes customer experience.”