Etiya Digital Interaction Management

Etiya Digital Interaction Management is a solution designed to assist customer service and support teams in engaging with customers through various digital communication channels. According to the vendor, this product is suitable for small, medium, and large enterprises across different industries. It aims to cater to customer service representatives, customer experience managers, contact center managers, digital marketing managers, and telecom operators.

Key Features

Digital Channel Listening: According to the vendor, Etiya Digital Interaction Management allows for the listening and analysis of digital channels through keyword identification. It offers complaint tracking and insights for customer service and customer experience teams.

Managing From Single Platform: The vendor claims that this platform enables messages to be received and replied to from a single channel, simplifying communication with customers and facilitating efficient tracking of customer complaints.

AI-Driven Digital Customer Service: The platform utilizes AI-driven capabilities for sentiment analysis, text analysis, categorization, and spam/cyber attack detection in messages and interactions across digital channels. According to the vendor, this helps companies identify customer complaints promptly and take immediate action.

Multi-Language Support: The platform offers a user interface in both Turkish and English, and it can perform sentiment analysis in Turkish, English, French, and Spanish languages, as per the vendor's claims.

Integration with CRM/CSM: According to the vendor, Etiya Digital Interaction Management seamlessly integrates with the company's existing CRM/CSM system, facilitating the matching and recording of customers interacted with through digital channels with CRM data.

Support for Multiple Digital Channels: The platform currently supports various digital channels, including Facebook, Twitter, Instagram, LinkedIn, WhatsApp Business, Apple Business Chat, Google Plus, E-Mail, RSS, Apple AppStore, and Google Play, with the possibility of adding more channels in the future, according to the vendor.

Cloud or On-Premise Implementation: Etiya Digital Interaction Management offers the flexibility of being implemented either on the cloud or on-premise, depending on the company's specific requirements, as claimed by the vendor.

Seamless Customer Complaint Management: The platform aims to provide seamless management of customer complaints across digital channels. According to the vendor, all notifications from social media and email channels can be collected in a single environment and effectively managed using artificial intelligence.

Real-time Interaction: The vendor states that customer service teams can engage in real-time interactions with customers through their preferred digital channels, ensuring efficient and prompt communication.

Advanced Reporting Capabilities: The vendor claims that Etiya Digital Interaction Management provides advanced reporting capabilities based on the data collected from digital channels. This allows companies to analyze customer interactions and make data-driven decisions.