Freespee, a cloud communications platform provider designed to make service, sales and marketing teams more efficient, recently announced the next generation of contact centre solutions. Freespee Talk, an application intended to help companies better convert and engage their customers online, will provide businesses with a contact centre app powered completely by data.
The Freespee Talk application gathers information about customer online activity to support businesses in offering personalised consumer experiences in a more cost-effective way. According to Freespee, the new app will transform contact centres into environments entirely fuelled by real-time data, with call-tracking, predictive call routing, and granular data collection.
Introducing Freespee Talk
The average contact centre relies on basic information to help drive engagement. For instance, an IVR might ask a customer to choose a number on a keypad to help direct them to the right agent. However, with Freespee Talk, data-enhanced interactions can go to the next level. Agents get enhanced customer insights including:
- The kind of device a customer is calling from
- Where the customer is calling from
- The previous internet browsing history and calling history of the customer
- The page that the customer has been calling from (product or complaint page)
The Freespee Talk app collects all the crucial elements of a customers' browsing experience and displays this crucial information in a simple and enhanced interface. There's even the option to assign dynamic phone numbers to specific campaigns and product pages to help businesses send the right calls to the right agents.