Connectel Motion V2

Connectel MOTION v2 represents the state of the art about the most advanced Connectel customer care suite.

It is also one of our Long Term supported software release.

Connectel MOTION v2 provides you a comprehensive Omni Channel solution for your customer care, focusing on to the following main benefits:

• Native Omni Channel Design: both server and client applications are designed omni-channel from scratch

• Powerful and simple to use User Interface (UX) for both supervisors and agents.

  
  

• A full set of multiple channels – ready to be used - where you can configure the skills and seamless routing strategies for your customer interactions (Voice, Web Chat, SMS, Email, etc…).

• Open Channel concept: a simple API set in order to add the channel you need. Are you interested to provide your customer with the possibility to interact with your customer care via Twitter, Facebook, Telegram and your favorite social media? Or also notify a group of agents inside a queue about a specific event occurred from an IoT sensor, or anything happening elsewhere? …With Open Channel you can do it!

• Integrations: some external CRM and Ticketing solutions are already integrated with Connectel (i.e. Zendesk, Salesforce, Sugar etc…). Many others can be added using the powerful Connectel RESTful API.

  
  

• Omni-Desktop: your customer care agents can use the Connectel MOTION Phonebar along to the Web interface in order to maximize the Omni Channel experience.

  
  

• Contact Manager (CM): the supervisors can easily manage different customer lists, create custom contact fields, import contacts, and provide CM pop-up to the agents, so they will be able to provide a real

  
  

• Proactive Experience to the customer (CX optimization)

• Customer Journey: every customer interactions can be tracked and correlated each others, so to provide you a comprehensive tool beyond the usual standard customer care reports

  
  

• Automations: using the Connectel Triggers, you can easily configure effective Workflows to better manage your Business Processes: for example one trigger could track each time a new Open Channel Twitter or Facebook message is managed by an agent, and automatically escalate the message to another channel (i.e. the Email channel) which will be eventually able to feed an external CRM or Ticketing system.
  
  
  
  
• Motion Bull: whether you need a Progressive, Power Dial, Predictive dialer, or a smart Call Back application, Motion Bull is the right tool for you. We have worked hard to make it robust, simple to use and effective to monitor.
  
  

• Ease deployment: you can start running Connectel MOTION on a simple Virtual Machine with few resources and scale up to several seats when you need, increasing the resources step by step, so preserving your investments and operational costs. We provide a full installation procedure simple and quickly to use.

  
  

• Smart updates: you just need to press a Web button in order to perform the software updates as soon as they are available, so to keep your Connectel version up-to-date and benefits from the continuous new features we are adding to the solution.

• Scalability and Security: both ones have improved a lot inside Connectel MOTION V2. The solution has been designed to scale quickly and respect the most security standards.

  
  

• Real Time Dashboards: the MOTION Asynchronous technology has been improved to work totally multi-thread and multi-processes now, thus allowing better performances and scalability.

Connectel MOTION v2 is all about that and much more…

We invite you to explore the product features following the guide here available

and send us feedback for our continuous solution improving.

IMPORTANT: Connectel MOTION v2 is a big project. We have started to build this guide focusing on the Voice channel, CM (Customer Manager), Open Channel and Dialer first… And we are going to add the documentation about all the other upcoming channels in the next few weeks.