The Perfect tool for superhero-like Customer Service and Proactive Company
Best Platform for Process Automation
Cempresso Customer Care is a new-concept software platform for customer support process automation and knowledge management. One of the key features enables agents to get the full context and AI-driven suggestions to resolve issues fast and easily while using a single tool.
Cempresso Customer care wraps around existing systems and visualizes data for agents making agent’s everyday tasks less stressful and easy to comprehend. Additionally, there is no need for a massive change of existing IT systems to harness the full potential of the Cempresso platform.
Cempresso concept includes an automated background investigation and root cause analysis, 360 service visibility, as well as a unique automatic remedy and guided support concept via various channel interfaces.
Meaning, all the hard work is done by Cempresso by predefined workflows in every call, so agents can focus on more important things than how to interpret loads of data.
Cempresso Customer Care main features:
Cempresso Customer Care implementation benefits:
- customer centric, personalized, and contextual dashboard with 360° views designed for customer service representatives
- intelligently drives users through interactive step-by-step guided workflows
- comprehensive set of automatic actions and remedy flows
- advanced history of all previous activities an all channels (session history)
- designed for multiple user roles depending on skills or organization unit
- mobile and web-based applications that drive customers through interactive step-by-step guided flows
- powerful virtual assistants to offload customer care agents
- guided flows for automated issue detection, root cause analysis and remedy procedures
- comprehensive customer care self-service applications available 24/7
- efficient chatbot applications instantly available over various messaging apps and channels like SMS, Viber, Facebook Messenger, Whatsapp etc.
- leverage common Cempresso capabilities and seamlessly incorporate machine-to-machine interactions within chatbot flows (i.e. IT systems and connected devices)
- chatbot business logic and flows designed through low-code/no-code graphical modeler
- fully integrated with multi-language NLP engine
- by using BPMN drag-and-drop workflow builder and share the same platform over multiple channels
- supports various API protocols
- simple and seamless driver invocation/call from the workflow design mode
- driver pooling and throttling concept for efficiency and resource management
- error handling (asynchronous invocation from WF, retrying mechanisms, etc.)
- runtime hot-swap driver replacement with no system down time
Business logic management:
- everything in Cempresso is managed through BPMN based workflows
- flexible web-based design studio and workflow modeler enable fast creation and deployment of process logic in an easy-to-use drag-and-drop interface
- wraps around existing systems and brings a new BPMN based automation layer
- low-code/no-code platform to build customer centric process automation applications