OVERVIEW
Fluentgrid OCC™ is suitable for organizations of all sizes and industries that prioritize delivering exceptional customer experiences across multiple channels. It helps organizations streamline contact center operations, improve agent efficiency, and enhance customer satisfaction through a unified and integrated contact center platform.
KEY FEATURES
Unified Omnichannel Communication
Engage customers seamlessly across voice, email, chat, social media, and SMS.
360° Customer View
Access a comprehensive customer profile with interaction history for personalized service.
Cloud & On-premise Deployment
Flexible deployment models to match your business needs.
AI-powered Virtual Assistants & Chatbots
Automate routine queries, reducing agent workload and improving response time.
Automated Ticketing & Case Management
Streamline issue tracking and resolution with integrated CRM and workflow automation.
Secure & Scalable Architecture
Ensure data security and compliance with industry standards.
Intelligent Call Routing & IVR
Ensure quick issue resolution by directing customers to the right agents based on skills, priority, and history.
Real-time Monitoring & Analytics
Gain deep insights into customer interactions, agent performance, and operational efficiency.
BENEFITS
Enhanced Customer Satisfaction
Reduce response time and improve service quality with AI-driven automation.
Omnichannel Experience
Provide customers with seamless interactions across multiple channels.
Operational Efficiency
Minimize manual intervention with automated workflows and intelligent call routing.
Cost Optimization
Reduce operational costs with self-service options, chatbots, and efficient workforce management.
Data-driven Decision Making
Leverage real-time analytics for continuous service improvements.
Regulatory Compliance
Ensure adherence to industry and government regulations with built-in security measures.
DIFFERENTIATORS
Designed for Utilities & Smart Cities
Tailored to the unique needs of energy & water utilities, and public service providers.
Scalability & Reliability
Supports large-scale operations with high availability and disaster recovery options.
AI & Automation-driven Efficiency
Leverages advanced AI, NLP, and automation for superior customer engagement.
Comprehensive Support & Customization
Offers 24/7 assistance and customizable workflows to match business processes.
Seamless Third-party Integrations
Easily connects with CRM, billing, outage management, and ERP systems.