Wasabi

Features:  

• Contact Structure: The records are the core of Wasabi. Standard fields and interface-configurable fields merge to meet the needs of every market;
• Contacts: Extensive configurability for all virtual and physical contact addresses (addresses, phones, emails, social). Relationships: Whether commercial or personal, relationships allow for a broader understanding of the customer by automating contact actions;
• Contact Categories: Management of multiple contact categories such as customers, competitors, partners, and suppliers in a single application, with separate yet integrated record management;
• Configurability: Ability to add media directly through the interface via a guided procedure;
• Role-based Accessibility: The depth of analysis and display of records may vary based on the level of access credentials;
• Scalability: Customization of each contact reason in terms of information to collect based on the media and contact reason.

Features: 

• Configurability: The configuration covers a wide range of parameters, including request segmentation, information to collect for each request, and automations such as emails, SMS, interviews, IVR calls, etc;
• Procedure Optimization: Increased efficiency in customer service processes through centralized data in a single interface. All employees and collaborators of the company can connect and access the same ticket and customer management, updating and having information available in one place;
• Cost Reduction Through:
  - Self-Ticketing, where the end customer submits predefined requests on the company's website.
  - Reduction and streamlining of manual staff activities as the application supports the automation of frequently used processes;
• Traceability of Reports and Support Requests: Maintaining a history of requested interventions on each record;
• Simultaneous User Interaction on Multiple Channels: The end customer can submit their support request using the tool they find most suitable for their current needs;
• Full Scalability of Interventions: A powerful alerting system to prevent delays in ticket.

Features:  

• Revenue Enhancement: Increases upselling and cross-selling activities by providing the sales force access to the customer database with all necessary information (previously purchased products, invoices, etc.);
• Advanced Agenda Management: Through a public interface accessible from any browser, Wasabi ensures appointments are never overlooked, keeping customer situations under control, and allowing real-time communication of the outcome of each appointment;
• Integration with Major Company Calendars: Integration with key corporate calendars (Exchange, Google, iCloud, Office365);
• Webinar Capability: Allows remote management of multiple appointments with the sales force and/or the client company;
• Geolocation for Efficient Schedule Management: Proposes efficient appointment scheduling to the sales force and/or customer care, respecting saturation levels, calculating distances between appointments, and monitoring the zones of individual agents;
• Real-time Appointment Feedback: Keeps appointment feedback updated, providing tools for monitoring and offering the sales force alternative and straightforward methods for submitting feedback.

Features:

• Rapid Contact Capability: Quickly contact customer records or prospect records using Predictive, Power Dialing, and Portfolio modes;
• Sales and Back Office Activity Traceability: Track sales and back-office activities in a single tool;
• Cost Reduction: Reduce costs through user-friendly features that allow supervision staff to independently configure teleselling, telemarketing, and appointment setting campaigns;
• Privacy Regulations Compliance: Compliance with privacy regulations, including blacklists, privacy by design, and management of mute calls;
• Advanced Monitoring and Reporting: Advanced monitoring and reporting for campaigns, contact centers, lists, back-office activities, and outcome details;
• Interface Configurability for Campaigns: Extensive campaign configurability through the interface: commercial outcomes, back office, CTI parameters, contact provider settings;
• Portfolio Processing: Processing of a specific portion of the list by a dedicated group of resources. Real-time monitoring of results and processing of individual portfolios;
• Integration with Major CTI Systems: Integrates with the leading CTI (Computer Telephony Integration) systems available in the market;
• Direct Actions on Contacts: Direct actions on contacts, including import and export facilitated by the interface, reactivation, closure, suspension, and archiving of contacts.

Features:

• Real-time Cost and Revenue Monitoring: Monitoring of costs and revenues in real-time related to individual production sites, projects, and individual resources;
• Structured Management of Contracts and Compensation: Structured management of contracts and compensation for resources in collaboration;
• Real-time Verification and Control of Budget Objectives: Real-time verification and control of progress towards budget objectives for each project and production site;
• Native Integration with Other Wasabi Modules: Native integration with other Wasabi modules and the ability to integrate with other tools within the company (e.g., time tracking system);
• Employee Shift Planning and Workstation Occupancy for Collaborators: Planning of employee shifts and workstation occupancy for collaborators;
• Profit and Loss Statements: Ability to create profit and loss statements for the company, site, project, and resource;
• Objective Definition and Monitoring: Definition of objectives for projects and monitoring of progress on a project, site, and resource level;
• Resource Activity Traceability: Traceability of resource activity times (Work, Training, Break, Block);
• Employee Management: Calculation of absenteeism, maternity, leave, and furlough; presence shifts;
• Collaborator Management: Creation of new contracts, calculation of compensation, and related attendance.

Features:

• Direct Marketing Actions in One Tool: Wasabi allows, through a single interface, the execution or scheduling of mass communication, invitations, and notifications, along with customer profiling;
• Dynamic Contact Modes: Adaptive and timely contact modes that align with expectations, behaviors, and increased responsiveness of end users, enhancing the customer perception of the company;
• Customer Loyalty through Automated Satisfaction Activities: Customer loyalty through automated Customer Satisfaction activities, defining layouts and timing for sending surveys and questionnaires;
• Enrichment of Customer Base: Enrichment of the customer base through the automatic saving of feedback received from marketing campaigns;
• Up-to-date Customer Profiling: Always up-to-date customer profiling with access to demographic information, ticket status, received and made calls, and the progress of back-office practices;
• Multichannel Contact Modes: Multichannel contact modes using the most appropriate means, including email, IVR calls, SMS, and outbound campaigns;
• Integrated Management of Sales, Help Desk, and Marketing: Integrated management in a single tool of sales, help desk, and marketing activities, bringing evident benefits in terms of actions to be taken and data to be analyzed.

Features: 

• Cost Reduction through:
  - Self-ticketing activities.
  - Quicker responses to clients;
• Improves customer satisfaction by providing a valid and always updated tool to employees and collaborators to respond to customer requests;
• Always Updated Tool: Ensures the tool is always updated through a contest mode involving all company functions, enriching information effortlessly;
• Contextualization of Topics: Contextualizes topics by providing a space for sharing possible responses and interventions for the proposed subject, similar to a forum;
• Knowledge Base "Push": Utilizes dynamic help insertion within the site or FAQs, enabling instant access to appropriate answers for specific requests;
• Advanced Topic Search: Offers advanced search options for topics, including tags, recent searches, most searched keywords, and categories;
• Wisdom Community: Allows the dynamic development and updating of the company's knowledge base, respecting the contributions of various company stakeholders. This process involves publishing new content after selecting the best-provided answer.

Features:

• Highly Configurable Workflows: Creation of highly configurable workflows presented in Kanban or Funnel modes, with customizable phases and activities, including outcome and property control;
• Configuration of Predefined Templates: Configuration of predefined templates outlining the necessary activities for each case;
• Automatic Assignment of Activities: Automatic assignment of activities;
• Use of Certified Execution Checklists: Utilization of certified execution checklists;
• Notification and Alerts: Receipt of notifications and alerts via email and SMS;
• Complete Integration with Multi-Channel Coordinator: Full integration with the Multi-Channel Coordinator for effective distribution and reduced wait and management times;
• Analysis of Management Times and Business Success Forecasts: Analysis of management times and business success forecasts at the company, group, and individual levels, with dynamic benchmarking.

Features:

• Conversation Timeout: Allows setting a time frame within which messages sent by the same customer are grouped into a single interaction.
• Reassignment Timeout: Defines how long after the last incoming message to reassign the interaction to a new operator.
• Push Notifications: Enables real-time updates of interactions received from customers.
• Outbound Templates: Allows starting a new conversation with the customer.
• Additional Data for Interaction: Useful for linking additional information collected by the operator.