Fenero Flow empowers contact center staff to dynamically build and customize scripts on-the-fly to guide agents through complex customer interactions. Fenero Flow was inspired from a client need for an easier to use and maintain contact center scripting application. Fully integrated within the Fenero cloud based contact center platform, Flow will propel your contact center into the future of customer engagement.
Easy to Design, Customize and Deploy
The desktop can be easily customized for each campaign and tailored to incorporate customer information. With Fenero’s open ended platform, any type of outside data source can be incorporated within a Flow script. Bring in CRM, lead sources, payment processors and other data using our standard API’s. Flow bridges the gap between your existing applications, by providing your agents with a unified and integrated agent desktop and Web Phone in one. It provides your agents with all the information they need in one place with a productive tool designed to support each customer interaction from start to finish.
Powerful and Flexible Script Designer
Flow gives you the ability to build powerfully dynamic scripts by providing an easy to use script designer to incorporate advanced controls that automatically enable work flows to be constructed and deployed fast and easy. There is no need for a technical resource to program and maintain complex scripts. Any campaign administrator or operations personnel can easy create a script in minutes using our drag-n-drop designer to build masterful scripts and call flows that allows your agents to lead their interaction to the best outcome.
Exceeding Client and Market Demand
Fenero Flow can be tailored to any industry to enhance the operations of an in-house and outsourced contact centers. Whether your focus is on lead generation, sales, customer support or data collection, Fenero Flow will provide your team with the tools to transform your customer communications.
Key functionality includes the ability to setup conditional branching to create logic-based, dynamic scripts and surveys for agent interactions. The script designer includes predefined controls for conditions, navigation, actions, check box, multi-selection, radio button, iframe, image, text box, time picker and more. Use Fenero Flow to dynamically populate variables in scripts such as caller name and phone number for personalized agent responses. Even integrate with dialing lists to populate lead data dynamically such as lead name and address. Fenero Flow is fully integrated within Fenero Management Portal.
Value and Benefits
- Improve call center efficiency
- Better customer experience
- Increase agent productivity
- Ensure compliance
- Reduce call handle times
- Increase first call resolution
- Reduce training times
- Increase contact center sales
- Increase ROI
- Streamline processes
- Improve quality
- No IT resources needed