Cloud Based Contact-Center

SaaS model offers exceptional flexibility, scalability and security, while reducing your TCO.

Fully Featured

Offers a complete range of modern contact-centre features,  allowing you to choose the edition that suits your needs.

Advanced Analytics

Gain pertinent insights into the customer experience, and benefit from predictive intelligent call routing.

PlanNet21 is excited to introduce the next generation in contact-centre technology.

  • Omnichannel: Handle all your customer interactions – voice, email, and chat– in a unified environment with a seamless experience.
  • 360° customer journey analytics: Interpret the customer experience through the entire lifecycle across all channels.
  • Predictive analytics-based routing: Predict customer needs by decoding their stage of the customer journey and match them with the best available agent for that need.
  • Salesforce integration: Optionally run your entire contact centre from within Salesforce.
  • Customer retention: Predict customers who are at risk and connect them with the best retention agents.
  • Strategic marketing: Leverage rich analytics to know what is working and what is not.

Standard Edition

A voice-only solution that uses predictive analytics to make the most of your call center.

  • Skills-based routing
  • Voice and web callback
  • ACD analytics and predictive analytics routing
  • Agent screen pop and CRM integration

 

Premium Edition

An omni-channel contact center solution with all the capabilities and options of Standard plus:

  •  Email customer interactions
  • Chat customer interactions
  • Fax customer interactions
  • 360° customer journey analytics
  • Custom analytics, dashboards, and reporting

 

Salesforce Edition

Complete call center app with everything you need to run an omnichannel contact center from within Salesforce.

  • Management, administration, and reporting in Salesforce
  • Customer, call, and agent data in Salesforce
  • Routing driven by data in Salesforce
  • Easy deployment of teleworker and outsourced agents, with browser-based apps.
  • Fully-featured call-queuing, with skills-based routing.
  • IVR (both ASR & DTMF) and menu-based call routing.
  • Call recording
  • Supervisor monitoring, whisper & barge-in.
  • Agent consult, conference and warm or cold transfer.
  • Balance call loads across sites, teams, and agents, regardless of location.
  • Real-time & historical reporting.
  • Outbound campaigns with preview or progressive dialling.

Feature

Edition Standard

Edition Premium

Salesforce Edition

Voice ACD queuing and distribution

Skills-based routing

Canned reporting

Customizable reporting

Drag-and-drop call flow builder

Touch-tone IVR

IVR call routing

IVR data dips

IVR callback

Cloud routing across third-party contact center platforms

Supervisor monitoring and barge-in

Supervisor coaching

Omnichannel interactions (chat, email, fax)

via Salesforce

Advanced omnichannel interactions (social, SMS)

via Salesforce

Web callback

Call recording

Productized CRM integrations

Analytics-driven routing

IVR speech recognition, text-to-speech, and voice biometrics

Workforce management

Quality management

Outbound campaigns

Agent scripting (outbound)

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