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[24]7 Engagement Cloud

Score8.2 out of 10

10 Reviews and Ratings

What is [24]7 Engagement Cloud?

[24]7 Engagement Cloud is a cloud contact-center platform for running inbound and outbound customer interactions across voice, chat, email, SMS, social channels, video, and web. It combines digital self-service, live-agent support, routing, agent tools, campaign delivery, and conversation analytics.

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Categories & Use Cases

Who Buys & Uses [24]7 Engagement Cloud

[24]7 Engagement Cloud Reviews

What users are saying about [24]7 Engagement Cloud.
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[24]7 Assist - Review

Incentivized
Vipul DubeyView profile
Sr. BDM, Principal Sales - Cloud, Data & AI, App. Innovation, DevOps & Ent. Tech. Solutions in Information Technology at Umbrella Infocare Private Limited (201-500 employees)

Use Cases and Deployment Scope

[24]7 Assist has changed the way our agents handle chat & multiple messaging channel customer interactions. It is AI-powered & integrates without existing CRM. It has considerably improved customer satisfaction & ticket resolution. The average handling time per customer has gone down by 30% which in return has reduced operating costs.

Pros

  • It supports chat & multiple messaging channel interactions from a single terminal
  • Native & Custom integrations enable embedding widgets into the existing CRM systems

Cons

  • The User Interface can be improved & made to look much more contemporary & next-gen
  • Implementation can be made more simpler
  • Training & Troubleshooting knowledge transfer can be improved

Most Important Features

  • CRM integration
  • AI enabled
  • Chat & Voice support

Return on Investment

  • Improved CSAT score
  • Operating cost saving up to 30%
  • Better Customer engagement & 20% more lead conversion

Alternatives Considered

Cogito and Infosys Cortex

Other Software Used

Freshdesk Contact Center (Formerly Freshcaller), Zoho CRM, Salesforce CPQ