Contact and call centers of all industries and sizes have some variation of a Call Flow integrating chat, email or texting into their centers.
We decided to simplify an agent’s roadmap by a simple diagram that tells them exactly which direction they need to follow from the minute they answer the phone until the end of the call.
|Business need||user journey map and user flow|
|Scope||concept design, UI/UX, interactive mockups|
The map includes directions such as what questions to ask, which actions to perform and whether the call needs to be escalated to a manager. Depending on the business’s or customer’s needs, the call flow may have additional or fewer drag & drop components.
We reconciled the possibilities of GoJS with the client’s expectations by adding several controls in the property sidebar, such as customer source, location, mailbox, or tags.
The solution operates on many input sources, like phone calls, chatbots, emails, or even video calls. The AI and Voice recognition involved in it enables process automation.
The Call Flow Diagram satisfies major call or contact centers’ needs. It gives you an intuitive platform where you can create a flow diagram using simple drag&drop elements and objects.
It’s a helpful tool for all organizations that deal with indirect communication with clients on a regular basis. The tool enables creating, managing, and controlling complex and straightforward call flow. Consequently, call or contact centers can satisfy clients much faster and reduce workload.
visual modeling of processes
better customer service