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Customer Care
Omnichannel Support Platform
Overview
Unified customer care platform integrating voice, email, chat, and social media. Empower your support team with a 360-degree view of customer interactions and AI-assisted responses.
Support Agents
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ConnectCare 360
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BSS/OSS / CRM
Key Features
Unified Inbox
All channels in a single interface
360° Customer View
Complete history of customer interactions
AI Assistance
Smart response suggestions and sentiment analysis
Team Collaboration
Internal notes and ticket assignment
Performance Analytics
Agent performance and SLA tracking
Self-Service Portal
Knowledge base and community forums
Modules
Unified Agent Dashboard
The core of the platform, providing a holistic view of the customer journey
- 360° Customer Profile with complete snapshot including personal details, subscription plans, billing history, and service status
- Interaction & Activity Logs with chronological timeline of all customer interactions and agent notes
- Real-time Usage Data for voice, SMS, and data consumption to diagnose issues accurately
Problem Resolution Toolkit
Powerful tools enabling agents to diagnose and resolve issues in real-time
- Financial Adjustments: locate and rectify lost prepaid refills, provide detailed bill explanations, apply credits and discounts
- Service Management: guided workflows for network connectivity, service activation, and configuration
- Ticketing System Integration: create, assign, track, and resolve support tickets seamlessly
Intelligence & Performance Suite
Embedded intelligence to ensure consistency, quality, and continuous improvement
- Integrated Knowledge Management with AI-powered semantic search for instant answers
- SLA Monitoring with real-time KPI tracking (AHT, FCR, CSAT) and configurable alerts
- Reporting & Analytics for agent performance, common issues, and contact center efficiency
Interested in This Solution?
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