Key Differentiators

What Makes Us Different - Makes You Stronger

EXALEAD OneCall is uniquely capable of gathering, aligning and enriching all types of data and information to create winning company to customer engagements. Whether internal or external, structured or unstructured, simple or complex – our application excels at delivering information in a way that « Makes Instant Sense » to contact center agents and managers in their own context.

And, thanks to these capabilities, EXALEAD OneCall is able to intelligently aggregate all information an agent needs, the very moment that they need it to do their job. Accurately, easily, and with high efficiency – this is the business solution for you.

Multi-source data transformation:

• Transform data of any type or size, into real-time information intelligence, and in specific context to users
• Useful for providing a strong and complete 360° customer view from existing CRMs and many other data silos
• Useful to quickly answer customer questions and engage in more selling opportunities

Natural language & semantic discovery:

• Ask questions using simple language that describes the information you want
• Get precise answers to questions
• Access content from anywhere at anytime
• Useful for rapid, on-the-fly access to highly relevant information

Semantic discovery provides in context answers in relation to what is needed by the agent:

• No waiting time
• No need to ask customers more questions
• No need for special technology tools

Semantic discovery allows easy customer handling by the agent – accurate, simple and streamlined

Real-time analytics:

• Real-time agent and business performance analytics
1. No need for data marts
2. No batch workflows
3. No night computes
• Analytics comes direct from the index to the agent’s screen
• Brings real-time analytics to serve the most up-to-date data to users
• Useful for agents to monitor their objectives and elevates their confidence
• Useful for managers to steer call center activities and follow global business objectives

Multi-channel customer look-up:

• Rapid visualization of customer events, activities & history with the company
• Get precise answers to questions
• Useful for building higher trust and credibility with your customers

Customer service agents must have access to the full history of a customer’s prior interactions over all the communication channels […] to deliver personalized service and to strengthen the relationship that customers have with companies.

Forrester’s Top 15 Trends For Customer Service In 2012, Forrester Research, January 2012

Contextual upsell / cross-sell:

• Real-time selling alert recommendations linked to your business intelligence system
• Useful for targeted selling as part of a 360° customer view

Back office talk back:

• Place new sales or service activities to your back office using a convenient shopping cart process
• Useful for sending and monitoring efficient orders to back offices (levels of services)