Managing Customer Service Operations

Operations management that drives better performance.

Transform your contact center into a profit center.

Time is money in a contact center. The right tools inform and empower agents to resolve issues faster
and more accurately. Quiq Messaging gives your team the advanced capabilities to drive efficiency
and effectiveness while increasing customer satisfaction.

Quiq ensures your customer service is consistent, reliable, and responsive.

Increase customer satisfaction and first contact resolution with intuitive features that route customers to the right agent, department, or team. Quiq gives your teams critical out-of-the-box capabilities that ensure the agents receive the conversations they’re best suited to handle.

Increase message center efficiency with a single agent desktop.

No more screen hopping or relying on multiple applications. Quiq brings conversations from all supported messaging channels into a single, unified, easy-to-use interface. The active conversation is front and center for the agent to work—and they can even pull valuable customer data from third-party systems for more insight and support.

Improve your customer service with Quiq.

Meet SLAs with ease.

When the tools identify conversations in order of importance, agents can meet SLAs (that you set) quickly. Quiq automatically prioritizes conversations in the agent UI. Our proprietary Adaptive Response Timer provides visual cues to alert agents when conversations need attention and automatically reroutes conversations if SLAs are not met.

Conversation queuing gets customers the right agent—right on time.

When it comes to getting help, the faster the better. Customers who engage with your brand might need sales, service, or even the billing department. Conversations can be routed to queues based upon custom rules, making sure each customer lands with the agent best suited to help. Agents can be assigned to one or multiple queues.

Find your agents’ perfect volumes with intelligent routing.

Being able to handle multiple conversations at once will increase your agents’ efficiency—but handling too many will not. With Quiq’s intelligent routing, you can set routing limits to prevent overloading agents with conversations. You can even automatically route customers back to the agent they’ve engaged with previously, if the agent is free.

Transfer conversations for faster resolutions.

When agents need help, they can easily transfer conversations to their peers or managers. Conversation history gives the receiving agent context, so customers don’t have to hit the reset button and explain everything over again.

Collaboration to help agents help customers.

Agents can get a helping hand while in an active customer conversation by inviting a peer or a manager to the conversation. This request for help happens behind the scenes without the customer’s knowledge. Managers can also use collaboration to observe and help new agents with conversations without disrupting the customer.

Monitor and support agents without standing over their shoulders.

Managers can monitor customer conversations with representatives through their desktops to get real-time insights into agent performance. Observations can happen “behind the scenes,” so managers can observe and coach based on agents’ natural behavior. Managers can easily pick which conversations to watch based on Quiq’s sentiment analysis and choose to collaborate or take over conversations that may need extra attention.

Manage your customer service operations more effectively with Quiq.