INO CX has three main components, which we will review and explain here.

The statutes' purpose is to inform your coworkers of your (non) availability: are you in training, on call, on coffee break? Let them know with a click on the banner!

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.

Campaigns can be made for both voice and SMS. They have several uses.

Directories work in the same way as the knowledge base, with sheets (in this case, contacts) that structure the information, collected in folders whose access rights are set via the profile.

Before, during or after the interaction, the cases make it possible to categorise it, assign it to an agent and follow its evolution over time. Today we will look at how to create, assign/unassign and transfer cases.

Queues allow you to manage the distribution of incoming or outgoing interactions for a given channel (voice, email, messaging). Every queue is omnichannel. For a finer processing, they can be gathered in a distribution group where they will be prioritized to distribute the interactions according to the agents' skills.

A team allows you to gather users according to their department (e.g. after-sales service). Each team has one or more managers and collaborators, and we will see here how to set up the teams according to the desired use.

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.

We saw previously how to create a simple smart routing. Here are the details of all the actions, according to their channel.

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

Calendars allow you to enter your opening/closing days and times, and then use them in a Smart routing, for example. Each calendar can consist of several entries, each of which can be activated/deactivated as required.

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.

With INO, a Web service is used for client recognition: for example, a caller can be recognized and sent to an agent instead of going through the queue. It is a way to use a client database to gain time and efficiency.

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.

As its name implies, the supervision module of the Banner displays an overview of your connected agents' activity: queues, connected agents, pool of pending interactions and campaigns.

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.

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!

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.

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.

A values table is used to test matches and then make a distribution. The values tables are created in the Maker and can then be used in a Smart Routing to direct the client. For example, depending on the word spoken for voice recognition, the client will enter the right queue.

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

Voice mailboxes are created in the Maker and can then be used in a Smart routing or linked to a profile to redirect your customers in case of unavailability. They are not to be confused with the personalized voice mailbox which is specific to each agent, and only concerns direct calls.

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.

Once added to the Maker by INO, the numbers can then be used to make calls and as an entry point for Smart routings. In this article we will look at how to handle them once they have been added.

Once added in the Maker, Whatsapp numbers can be used with Smart routing to handle your customers' requests from the Banner. We will see in this article how to add and use them.

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.