Parly Engage: Optimise every interaction, across every channel, in any language, with a single integrated platform.
A Single View Of All Your Interactions
Managing livechat interactions within a channel-centric world doesn’t work. It is inefficient, requiring individual teams for each channel. It delivers inconsistent experiences. Parly Engage is different.
Parly Engage is an integrated platform that delivers live interactions from every channel to agents within a single UI. Domain experts are no longer limited to responding on a single channel, but can instead deliver great experiences to all.
AI Agent Assistance
Parly Engage gives your agents live on-screen help and suggests possible ‘answers’ that can be added to any conversation through rapid shortcuts. We do that by reading and understanding the content of each query or request and locating the right response and sharing it in the dashboard.
Your agents only need to check that response is correct and then add it to the conversation. As a result, fewer agents can handle more interactions in less time. Simple.
Intelligent And Customisable Routing
Parly Engage handles every interaction, across every channel. As a result it can be configured to route specific interaction types to specific individuals - so that customers are always speaking to a domain expert.
Parly can also intelligently route conversations to contact centres and individuals, using multiple factors (as specified by the organisation) when choosing exactly where to send any given interaction. By doing so, you can ensure minimal wait times, and the best possible responses for customers.
Detailed Cross Channel Analytics
Parly Engage delivers maximum visibility across the entire customer interaction landscape. It provides detailed analytics that can help improve not just customer service but ever aspect of the business
See which tasks or questions pose challenges for users
Identify which channels are popular - for which topics and interactions
Spot emerging challenges in product or service quality
Measure agent performance easily
Parly Engage include all the features you’d expect from a next generation person to person engagement platform.
Seamless integration to most industry-standard enterprise identification and customer management systems.
Case search and analysis
Team mentoring and management facilities
Agent training and gamification of performance based on customer feedback
