Customer Delight Solution Suite (CDSS) is a customer engagement platform that enables contact center agents, working on-site or from home, to perform omnichannel communications on a single-view desktop. Supported by intelligent tools, CDSS helps organizations provide a personalized journey with a compliance-focused, consistent experience to customers, while offering insights and reports to further optimize their operations and services.

Omnichannel Communications

Contact center agents can engage customers across channels to sell products/services or complete requested tasks within the same conversations. CDSS supports messaging through WhatsApp Business, WeChat, Telegram, Facebook Messenger, and many more popular social media with image, emoji, voice note, video and file attachment sharing, which make communications easier and more efficient.

AI-powered Smart Agent Assist

Smart Agent Assist (SAA) can comprehend customers’ questions in natural languages during customer service operations, offering real-time assistance to agents during both synchronous and asynchronous messaging. Hence, agents can fulfil their functions more effectively with less human errors. Full integration of CDSS with backend systems/database can provide agents with account specific responses.

Co-browse/Co-form Service

Form-filling is an integral part of many business processes. But it can potentially be time-consuming for customers and become a major bottleneck. With CDSS Co-browse/Co-form Service, agents can send pre-filled forms and collaborate with customers to complete forms and confirm transactions, improving their first contact resolution (FCR) and conversion rate.