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Khoros Introduces Contact Center Enhancements with Autumn Innovation Release

By Luke Bellos October 15, 2021

Customer engagement solutions company Khoros has revealed new details for its 2021 Autumn Innovation Release, introducing a number of advanced features to improve call center functionality across all channels.

Businesses have an important responsibility to remain flexible when it comes to the demands of customers. Not everyone prefers the same methods of communication, whether it's email, phone, or social media. This reality means that businesses must have consistent, quality service at every channel. However, new research shows that only 18% of contact centers offer this type of well-rounded service, which could be problematic for companies with strong competition.

To help contact centers offer a holistic approach to customer service, Khoros has introduced a number of new enhancements to maintain exceptional service on all fronts:

  • Secure forms in messaging-customers now have the ability to securely complete transactions in messaging conversations, while also offering businesses the ability to collect sensitive customer data safely with  PCI/HIPAA-compliant forms.
  • ‘No code’ chatbot creation and management-Employees can now create and customize chatbots to extend service availability to customers, without deep technical knowledge.
  • Zoom integration-companies can host brand-specific Zoom conferences,meetings, and events, with complete access to all Zoom features.
  • Private message escalation-conversations can quickly switch to private, both mausually and automatically, when sensitive data is introduced.

“As customers demand more convenience and trust, brands must manage digital acceleration and opportunity — and Khoros is here to help, with a powerful new paradigm to manage costs and increase revenue across the digital service funnel. With this latest release, we’re proud to empower digital frontline workers and AI working on their behalf to deliver better, secure customer experiences,” said Sejal Amin, Chief Product and Technology Officer at Khoros.

Edited by Maurice Nagle

Editor, CustomerZone360

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