Using INO CX

Activities are linked to the contact center as well as to the channels' activation. A default activity at login can then be changed in the banner.

These tools are available to any user with an Essentials or Smart license. Here we will introduce and explain each of them.

INO's CRM sheets make it possible for you to identify, classify and find contacts: if someone calls you regularly, their associated sheet will appear during every interaction.

The scripts help the agent to guide the conversation and counter objections, with ordered and prioritized questions organized in a decision tree.

Tasks are used to organize the work to be done, with categories and types set up in the Maker. They can then be used from the banner, in combination with INO CRM.

We have previously covered the operation of Smart routings and actions for voice, we will now detail those for the email channel.

This type of Smart routing can be used to manage chat with your customers, in combination with Facebook pages or Whatsapp numbers.

Databases are a tool for selecting, recording, storing and using specific data: for example, you may want to use them to recognize the number/email of a VIP customer and give them priority in pending interactions.

The Banner's user tab displays your information on a single page, where you can also see those of your teams' (even private) member, along with the ones present in public teams.

Overview Campaigns can be made for both and . They have several uses, for example: Voice: inform your customers of...

Tags are exclusive to the Maker and allow you to group several entities in the same submodule: you can use them to find your Smart routings associated with a certain client, for example.

The interaction tags are statistical tools: created in the Maker, they are then inserted in a Smart Routing and their data are used in the Reporter dashboards.

Custom lists are created in the Maker and can be then used in qualification questionnaires, databases, cases and INO CRM.

In this article we will see how to create and structure them in order to use them.

Overview Once included in a Smart routing, surveys allow you to collect your customers’ opinions: how did their last call...

Created in the Maker and used in the Banner, the custom buttons have several uses: call a Web Service, open a web page, lift an external CRM sheet, etc.

Automatic speech recognition is used to forward a call to the right branch of a Smart routing with a answer spoken by the caller: it can be a specific word or a yes/no, for example.

Email templates are created in the Maker and then used in Smart Routing actions for automatic sending. No agent is available to process incoming emails after 10pm? This information can be automatically transmitted to your customers!

Like email templates, SMS templates allow you to configure a message that can then be automatically sent to your customers and personalized with variables. They can be tested before sending, and used in Smart routing. We will see here how to create and integrate them.

As the name implies, IVR recorders allow you to record all or part of your calls. In contrast to automatic recordings that are set up in the queue and subject to assessment later, the data is then available in the Maker for a given period.

Overview Evaluation grids are used in combination with recordings (automatic or manual), and allow a Supervisor to judge an agent’s...

Data sources are the first module of the Reporter, and allow you to begin analyzing your available data, as well as to create Explorations, KPIs, Planned Reports, etc. We will see here what are the features of the data sources and how to create new ones.

Supervision allows you to see in real time the activity related to your queues, what your agents are doing, to manage them and your voice campaigns. In this article, we will review its different tabs and features.

The "Distribution to a voice mailbox" action is only present for voice Smart routings, and asks to choose between the voice mailbox and the reference.

The interaction history displays all the details of interactions made over 3 months, regardless of the channel (voice, email, messaging), direction (inbound or outbound) and type (direct or Smart). In this article, we will see how to best use this module of the Banner.

With the SMS numbers module, you can set up a sender according to your needs and activity, and then use this sender for all your SMS sendings, whether they are made via the Banner or in a Smart routing, for example.

Distribution groups allow you to group and prioritize your queues and then establish your transfer rules or use it in a Smart routing. In this article we will see how to create and configure them according to your needs.

Once set up, the mailbox will allow you to process your email interactions directly in INO's Banner, whether it's coming from a queue, a Smart routing, or a payment module.

Chat modules allow you to redirect your customers to a chatbot that they can interact with, or use for self-care purposes. Any questions can then be handled via a messaging Smart messaging.

Before you can send and receive emails, you will need to set up domains in INO, which you can then use. This article will show you all the steps you need to follow to send and receive emails in INO.

Once created and configured, target layouts can be used for both voice and SMS campaigns to collect and use the data you need. In this article, we will see how to add them in the Maker.

Bank contracts are the key to the use of payment modules in your interactions with your customers. In this article, we will see how to add them in the Maker and set them up.

The payment modules allow you to set up transactions before, after and during your interactions with your customers. Depending on the banking contract type and your country, payment can also be spread over several months, with SMS and/or email reminders. Today, we will see how to create a payment module and then use it.

A webhook is data that is sent to you when someone performs an action on INO: log in, change activity, decline a call, etc. These are detailed and precise logs that you choose to receive. In this article we will see how to activate webhooks and configure them.

Overview Here is the complete list of prohibited senders for France. List DOMAIN SENSITIVE BRAND OADC  PROHIBITION TYPE Generic 3DSECURE...

[Reading time: 8 minutes] Overview Variables and magic fields are powerful tools that allow you to automate and personalize content...

[Reading time: 2 minutes] Overview If you need help setting up your qualifications, see the article qualifications – Set them...

[Reading time: 1 minute] Overview The Interaction History tab in the small banner allows each user to review their own...

[Reading time: 1 minute] Overview The My Voicemail tab in the small banner allows you to access and manage your...

[Reading time: 2 minutes] Overview The Conversations tab lets you communicate directly with colleagues or in groups. It centralizes internal...

[Reading time: 8 minutes] Overview The CRMs v2 module in the Banner allows agents to search, consult, and manage CRM...