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Customers

Omnichannel Customer Engagement

  • Unified Customer Engagement System: Customers can choose their preferred chat channel while the system retains a complete interaction history across all channels in a single chat screen.

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  • Seamless Cross-Channel Communication: Customers can access system using mobile devices.

 

  • Automated Follow-Ups: Agents can schedule and track follow-ups for each chat via an integrated calendar system.

 

  • Customer Multi-language Broadcast Messaging.

 

  • Internal users Broadcasting: Broadcasts can also facilitate internal communication between management and system users.

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Artificial Intelligence

Advanced AI Communication & Translation

  • Instant AI-Powered Self-Learning Chat Translation: Enables real-time multilingual communication, allowing seamless interactions between agents and customers in their spoken languages.

 

  • Intelligent Multilingual Messaging: Easing Chat conversations between Agents and customers.

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Tools

Enhanced Communication & Collaboration Tools

  • Speech-to-Text Module: Enables agents to utilize speech-to-text, speeding up ticket creations process by saving 70% of ticket opening time.

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  • Attachment Support Throughout Ticket Lifecycle: Attachments can be added at any stage of a ticket’s lifecycle ensuring highest quality of ticket resolution process and a comprehensive record-keeping.

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  • Smart Alerts & Real-Time Monitoring: System's alerts intelligently use notifications for each concerned department.

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Ticketing

Smart Ticketing & Case Management

  • Instant Chat-to-Ticket Conversion.

 

  • Automated Ticket Escalation

 

  • B2C, B2B, and B2G-Specific Ticket Categories: Tailored tickets categories for each customer type or reporting entity.

 

  • International B2C Ticket Resolution: Travel agencies can be included in the tickets resolution process to handle customer complaints.

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Dashboard

User-Centric Dashboard

  • Multiple Role-Based Dashboard Views: Ensures users see only relevant data based on their job function with different views:

    • Card-Based Dashboards for quick overviews.

    • Graph Dashboards for in-depth analytics.

 

  • ​Silent Escalation & Visualization: Escalated tickets are monitored through real-time charts based on elapsed time since opening.

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Analytics

Comprehensive Reporting & Analytics

  • Customer Satisfaction Surveys: Integrated surveys measure customer experience and service quality.

 

  • KPI-Driven Reports: Gain insights into service performance and customer satisfaction.

 

  • KPI-Driven Ticket Categorization: Tickets are classified based on category, resolution time, and priority.

 

  • Generate and export detailed reports effortlessly.

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Security

Security & Reliability

  • Highly Secure SSL Servers protect all data transactions.

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  • 512-bit Encryption ensures confidentiality and security.

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  • Active firewall protection against intrusions, phishing, spam, and server flooding attempts.

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  • Real-time mirroring: ensuring data synchronization which prevents discrepancies.

 

  • Single Sign-On (SSO) Authentication ready.

 

  • Smart users Information & alert Management.

 

  • 24/7 Technical support.

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Compliance

Compliance with the Ministry of Hajj and Umrah

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Our Servers are compliant with the "Ministry of Hajj and Umrah" requirements and specifications:

 

  • Our Platform and operating website is uploaded and stored on local servers.

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  • Date Storage: Transactions and Clients' data is stored locally.

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  • Service Provider(s): Saudi Provider inside Saudi Arabia.

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  • Servers and data: Stored locally inside Saudi Arabia

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