Appromitec® CCI (Customer Context Information)

Based on real time intelligence about the customer's activities and behavior on your Web Site, customer profile information, and customer segmentation by business rules, are collected.

If the customer decided to start a Chat or initiate a Call Back or may initiate a call from their Smart Phone \ Tablet, CCI will route the communication request to the appropriate department within your company.

With Appromitec® CCI, visitors can:

  • Click on a button to start a Chat

  • Click on a button to start multi channel co browsing (Web Based for customer & advisor)

  • Request a Call Back and enter the phone number where they want to be reached or even

  • Dial in from a Mobile Decvice

to be immediately connected behind the scenes to the right department or skill.

For instance, a customer can be routed directly to the correct customer service skill to handle the customer's account, while a new customer on product pages may be routed to inside sales or product specialists in the best geographical location. You decide what is best for your business. With no Service numbers published or by using existing service numbers to comply with existing interaction distribution algorithms.

How is Appromitec CCI different to other products in this area and what is the added value? Where is the innovative difference with Appromitec CCI?

Customers have a choice of communication channels such as:
  • Click-2-Call using a Headset (without Landline or Mobile connection)
  • Click-2-Chat
  • Call Back (Click 2 Call on legacy basis using Call Back optional with agent preview functionality)
  • Call In (using any mobile device to make the call)
  • Multi Channel Co Browsing (Initiate Chat, Voice & “Desktop Sharing” simultaneously )
Regardless the communication channel selected by the customer, Appromitec® CCI sends the complete information about your customer to the advisor, with the delivery of the interaction in real-time, including but not limited to:
  • pages and products the customers have visited on your web site
  • any additional relevant customer variable data you wish to pass

That means your agents have all details about your customers right from the start and can begin providing immediate and relevant assistance.

The initiation of the communication channels on customer and advisor are all Web Based and have a
“0 configuration” client providing a fast and cost efficient implementation and therefore an even faster ROI.