i-Smart Helper

omni channel VOC counseling application

i-Smart Helper service is provided to systematically handle and manage Voice of Customer (VOC) received through various contact channels such as phone, email, web forums, chat, and in-person visits. The service is not being handled by contact center agents, but it is received, distributed, transferred, processed, approved, and improved by the contact center's back-office organization or field operation teams. The service provides different screens interfaces to users based on their permission, for staffs, managers, and administrators. The service provides the capability to monitor the progress of all process from VOC reception to completion. Additionally, when i-Omni Desk Platform and i-Smart Helper service are used together, it provides an enterprise-wide customer service environment based on the One-Stop Circular CX(Customer Experience) system.

The main features of i-Smart Helper

VOC Counseling and Management Functions
  • - VOC registration
  • - My VOC (processing inbox, common phrase management)
  • - VOC search and history retrieval
  • - VOC user administration(work type management, assignee management)
  • - FAQ management (category management, FAQ management)
 Statistics Functions
  • - VOC statistics by work type
  • - VOC statistics by assignee
  • - VOC statistics by reception channel
  • - VOC statistics by reception status(hourly, daily, monthly)
 Internal Approval Functions
  • - Approval submitted
  • - Approval awaited
  • - Approval completed
Assignee Transfer and Distribution Functions
  • - Assignee transfer
  • - Assignee distribution
 VOC Ticket Management Functions
  • - Ticket creation, retrieval
VOC Processing Monitoring Functions
  • - Reception, processing, transfer, approval, completion

The features and advantages of the i-Smart Helper

- Multi-tenant Architecture structure for Cloud SaaS
- Service available solely through web browser access on an internet infrastructure
- Multi web browser and cross browser support
- Support for simultaneous handling of omnichannel counseling tasks on a single view screen
- Maximizing user convenience through user experience-centric user interface screen structure
- With support for an open API architecture ease of updating new features and scalability
- Web service resource Auto scaling and load balancing architecture
- Automate support for DB backup and file recovery
- Encrypting and storing customer information in DB

i-Smart Agent

Functions

  • · Omnichannel interaction counseling (call, chat, email)
  • · CTI Softphone control and status management
  • · Chat counseling waiting, receive, end
  • · email counseling waiting
  • · In.Outbound call counseling contents store and history retrieval
  • · Ticket number retrieval and ticket transfer
  • · Request for cooperation
  • · Counseling status retrieval
  • · Temporary save
  • · Callback execution and callback retrieval
  • · Survey execution and reservation
  • · Customer sending
  • · Counseling knowledge search and knowledge management
  • · Counseling information and management
  • · Counseling assignment management
  • · Campaign management
  • · Evaluation management
  • · Omnichannel counseling statistics
View details

i-Smart Manager

Functions

  • · Realtime dashboard(by group, by center)
  • · Statistics by tenant
  • · Overall monitoring
  • · Incoming queue, in call
  • · After call work, log in, log out, on hold
  • · Waiting queue, incoming call, abandoned call
  • · completed call, Response rating
  • · Queue monitoring
  • · Agent status
  • · Call statistics by agent
  • · Call statistics by queue
  • · Call statistics by DNIS
  • · Agent work status
  • · Group statistics
  • · Agent status monitoring
  • · Performance by channel
  • · Queue management by agent
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i-Smart Call

Functions

  • · Genesys user desktop installable CTI softphone
  • · Agent inbound call status control
  • · Inbound call information retrieval
  • · Agent outbound call status control
  • · Agent individual dashboard
  • · Saving counseling contents and retrieving call history retrieval
  • · Callback management
  • · Log in management
  • · Extension number management
  • · Agent queue management
  • · User interface minimization and resizing
  • · Registering Windows system tray icon on program launch
  • · A suitable service for environments where integration between user’s contact center counseling application and Genesys Cloud CTI softphone is not possible
View details

i-Smart Helper

Functions

  • · Registration of VOC contact channels (phone, email, web bulletin board, chat, in-person visit)
  • · VOC registration
  • · My VOC
  • · Customer sending
  • · VOC receive and history retrieval
  • · VOC management
  • · FAQ retrieval and management
  • · VOC distribution
  • · VOC processing
  • · VOC approval
  • · VOC transfer
  • · VOC processing absence management
  • · VOC common phrase management
  • · VOC counseling statistics
View details

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