Agents can view all customer interactions across channels via a unified chronological timeline to ensure a clear 360 view of contact history.
Easy to use ticketing
Create custom tickets to resolve issues, assign them to the correct agent or team & then track tickets through to resolution, with the ability to prioritise the most important requests.
IVR & speech recognition
Intelligent contact routing with multi-level IVR across channels ensures queries reach the correct department to save time, reduce costs and improve customer experience.
Chatbots & web call-backs
Live chat allows customers to easily find answers while on your website, whether through our advanced chatbot, speaking directly to an agent, or scheduling a call-back to suit them.
Agent dashboard includes personalised views of workload and activity, enabling agents to plan their day around their calendar, scheduled call-backs, campaigns, and more.
Real time reporting
Customisable reports and wallboards for conversation history, ticketing summaries, agent and queue performance against SLAs, and more, empowering supervisors with complete visibility and control.
View purchases, status, delivery updates, refunds and more with seamless two-way integrations for the world’s most popular e-commerce tools, including Shopify, Magento, and Woo-Commerce.
360° customer view
Quickly view customer contact information, notes and tickets, previous orders, conversation history, or marketing received by the customer, saving time and delivering a customer-centric experience.
Reduce the friction of customer contact by allowing customers to choose the communication channels they prefer and allowing agents to respond efficiently through a single console.
Intelligent live chat
Live chat allows customers to easily find answers while on your website, whether through our advanced chatbot, speaking directly to an agent or scheduling a call-back to suit them.
Automate time consuming tasks & processes. Answer FAQs with pre-configured messages, create workflows to identify leads, and automatically send out surveys to report on customer experiences.
Real time reporting
Customisable reports for enquiry types, chatbot activity, call outcome dispositions and customer behaviour patterns delivered via a supervisor screen that offers complete visibility and control.
Work from anywhere with an easy-to-use web RTC dashboard that includes a softphone with full PBX functionality delivered via our resilient CallSwitch infrastructure, as well as integrated email and chat.
Automatically sync leads generated from campaigns on a multitude of channels directly into your CRM, either making use of the CRM within 3Sixty or with a third-party system like Salesforce.
Our Kanban style pipeline dashboard allows you to track at an individual, team or department level so you can forecast your future sales, tracking every step from initial lead to contract signature.
Configure complete workflow automation, allowing you to automate your sales process with the ability to automatically send out e-mails, text messages or schedule follow-up calls.
Ensure total flexibility with a seamless Office 365 integration, so whether emails are sent from within the CRM, Outlook or mobile device, they are automatically attached to the customer file.
Send contracts and paperwork via PDF for electronic signature that can be quickly and easily completed by customers on a desktop, laptop or mobile device, and returned via email.