ARTA is a powerful, customizable cloud based CCP that integrates with customer experience tools and systems that you may be already using. ARTA hugely elevates various stakeholder experiences. Read through each of them to get a better understanding. Jump to
INTELLIGENT ROUTING: Route your calls to the best available agent based on contact flows that you have defined. Creating a contact flow is as easy as drawing a flowchart. And as days go by, AI and machine learning models can be used to continuously improve and enhance the contact flows providing a more personalized experience to the customer.
AUTOMATION BOTS: Leveraging the vast modern technology services from AWS and Google, ARTA has the ability to deploy voice and chat bots to resolve simple queries. ARTA integrates customer information, transactional information, knowledge base and support tools using AI to equip the bots with firepower to resolve customer queries. In the event the query is not resolved, the bots can be trained to escalate the conversation to a human agent.
MULTI & OMNICHANNEL: Multichannel is the ability to communicate via multiple channels and omnichannel is to seamlessly transition from one channel to another. ARTA has both capabilities making it painless experience for the customer. Channels available in ARTA include voice, SMS, email, Social media.
OUTBOUND: ARTA makes outbound calls easy with click to call feature. Bots can be configured to auto call prospect lists that can be uploaded. Automated notifications via text or voice can also be sent upon completion of an activity. Where applicable and available, ARTA also integrates Do Not Call (DNC) lists to be compliant.
SIMPLE SET UP: ARTA is easily downloadable platform that can get your contact center set up in hours. Simply download the basic version here and get started. It's simple and deceptive design packs a lot of powerful features from setting up 1 or more instance(s), agents and their profiles, routing flows etc.
INTEGRATED: ARTA comes with a host of integrations out-of-the-box. The set up document provides the steps to integrate your CRM and channels to ARTA. If you face any issues, please feel to contact any of the numbers here.
SCALABLE: ARTA lets you add or remove agents with a simple click, basic agent information and security profiling. Disable or suspend an agent using a checkbox. This is useful if you are business is seasonal.
SECURE: ARTA can implement SSO integration to ensure no one from outside your organization gets access to your contact center instance. ARTA also has state-of-the-art IVR authentication to ensure your customer's data is matched with caller and displayed correctly to the agent.
AGENT WORKSPACE: ARTA provides an unified view of customer and transaction data even as the call comes in setting more context and relevance to the conversation. With the ARTA soft phone control panel, the agent can answer, hang-up, forward, put on hold, mute or conference in other agents or a manager with ease.
REMOTE ACCESS: Give your agents the freedom to login from anywhere using SSO integration or 2-factor authentication. All they need is a laptop, headset and connectivity to internet.
MULTI LINGUAL SUPPORT: All conversations can be translated in real time and displayed for the agents on their workspace.
AUDIT: ARTA records every conversation for agents to replay and learn from their interactions. Transcripts of each conversation can also be displayed real time and be saved for historical audits. These also help resolve any customer disputes quickly.
TRAINING: Manager can use these recordings and transcripts to train agents on continuous basis. Managers can also use the Call Whispering feature to listen in and take over the call if required. ARTA also provides agents a notepad to provide feedback and summary for the next agent in case the issues does not get resolved.
CUSTOMER SATISFACTION QUOTIENT is benchmark created by Sandeza to measure how well your customer service team is doing. We combine resolution and response metrics to come up with CSQ based on the priorities of your business. Talk to us to find out more.
CONVERSATIONAL AI: ARTA analyses each customer conversation (voice and text) for intent that helps agents react better and managers to proactively resolve issues. This helps your organization with improved performance, reduced costs and operating efficiently.
FEEDBACK SURVEY: ARTA can be configured to send out post call surveys to gauge how well you have done. These surveys can sent out to the preferred channel of your customer such as voice, email, text, social media to increase response rate. Combined with agent's feed back on the call, you will be able to better understand your customer.
DASHBOARDS: ARTA comes with pre-built dashboards and reports that will help you drive your business better. ARTA also has the ability for you to create your own reports and dashboards. With over a hundred metrics, we can help you build custom reports or dashboards based on your KPIs that you can monitor real time and look at historical trends. ARTA also lets you monitor and manage agent performance along with customer metrics.
ANALYTICS: If you have a CRM churning out customer insights, ARTA can combine that with call metrics to provide a wholesome view of your customer, stickiness factor, revenue vs. support cost and much more.