An advanced service-centre communications platform that is designed to:
- Manage multiple channels and different interactions with customers all via one simple interface.
- Significantly improve agent productivity and reduce operational cost
- Create increased agent engagement in what is a notoriously challenging work environment.
Bumpyard creates a single interface to your agents irrespective of the channel your customer has chosen. Different expected service levels for each channel allows agents to handle significantly more interactions.
In addition the variation in interaction has been shown to increase agent engagement - critical to a high churn workplace such as a call centre.
One Inbox - Unified Queue
Whether it be Voice, Email, Chat, Facebook, Twitter, SMS...
Now you can manage and communicate with your customers in whatever feels most natural to them – all from one single inbox.
It’s all About Simplicity
No need for complex integrations or juggling multiple windows, platforms and responses.
Enjoy two-way communication from one simple inbox that manages your customer interactions, routing them to the relevant representatives, even prioritizing them by topic, type and answering time (dynamic SLA).
Agent Routing as it should be in the digital era
Smart routing/workflow is built to maximize your agents work and keep your customers and agents happy.
No more spaghetti queue management - everything can be managed via one easy to use and transparent interface. It really is that simple.
Smart Auto-assign conversations - interactions can be assigned by agent skills, SLA, load balancing and more.
Give your VIP customers a personalized agent!
Agent works via a single layer dashboard for all channels (synchronic & a synchronic)
Enables the whole team for all digital channels
Productivity enhancement through simultaneous conversations on different channels
Single integration point to CRM for current and future channels
Digital representative for self-service available for all channels
Flexible deployment & integration for all solutions
Ability to transfer customers between channels
Customer history view from all channels