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  • Custome 3

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    collaberad
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    The document outlines the steps an agent takes to onboard a new customer. [1] The agent requests account creation which triggers a call to the customer. [2] During the call, the agent guides the customer through completing their profile information. [3] Finally, the agent conducts a "love conversation" to ensure high customer satisfaction.

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    The document outlines the steps an agent takes to onboard a new customer. [1] The agent requests account creation which triggers a call to the customer. [2] During the call, the agent guides the customer through completing their profile information. [3] Finally, the agent conducts a "love conversation" to ensure high customer satisfaction.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
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    4 views3 pages

    Custome 3

    Uploaded by

    collaberad
    The document outlines the steps an agent takes to onboard a new customer. [1] The agent requests account creation which triggers a call to the customer. [2] During the call, the agent guides the customer through completing their profile information. [3] Finally, the agent conducts a "love conversation" to ensure high customer satisfaction.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    of 3

    +-------------------------+--------------------------+------------------------+------------------------

    +----------------------+
    | Customer | Call Center Agent | Callmind | Five9 | Localclient
    |
    +-------------------------+--------------------------+------------------------+------------------------
    +----------------------+
    | [User requests | | | | |
    | onboarding] | | | | |
    | | | | | | |
    | | [1. Request| | | | |
    | | account | | | | |
    | | creation] | | | | |
    | | ---------->| | | | |
    | | | | | | |
    | | | | | | |
    | | | [Initiate Call to | | | |
    | | | Customer] | | | |
    | | | ---------->| | | | |
    | | | | | | | |
    | | | | [Connect to| | | |
    | | | | Five9] | | | |
    | | | | --------->| | | |
    | | | | | | | |
    | | | | | [Integrated with | | |
    | | | | | Callmine] | | |
    | | | | | -------------------->| | |
    | | | | | | | |
    | | | | | | [Access | |
    | | | | | | App-atl.five9.com] | |
    | | | | | | -------------------->| |
    | | | | | | | |
    | | | | | | | [View Current Call |
    | | | | | | | Information] |
    | | | | | | | -------------------->|
    | | | | | | | |
    | | | | | | | [Add to DC Contact |
    | | | | | | | Recon] |
    | | | | | | | -------------------->|
    | | | | | | | |
    | | | | | | | [Display Customer |
    | | | | | | | Details] |
    | | | | | | | -------------------->|
    | | | | | | | |
    | | | | | | | [Handle Parked Calls]|

    +-------------------------+--------------------------+------------------------+------------------------
    +----------------------+
    | Customer | Call Center Agent | Callmind | Five9 | Localclient
    |
    +-------------------------+--------------------------+------------------------+------------------------
    +----------------------+
    | [User completes | | | | |
    | onboarding form] | | | | |
    | | | | | | |
    | | [2. Complete| | | | |
    | | profile | | | | |
    | | information]| | | | |
    | | ---------->| | | | |
    | | | | | | |
    | | | | | | |
    | | | | | | |
    | | | [Conduct Love | | | |
    | | | Conversation] | | | |
    | | | ---------->| | | | |
    | | | | | | | |
    | | | | | | | |
    | | | | [Access | | | |
    | | | | Connector| | | |
    | | | | Tab] | | | |
    | | | | --------->| | | |
    | | | | | | | |
    | | | | | [Connect to Five9] | | |
    | | | | | -------------------->| | |
    | | | | | | | |
    | | | | | [Manage Call Queue] | | |
    | | | | | -------------------->| | |
    | | | | | | | |
    | | | | | [Track Interaction | | |
    | | | | | History] | | |
    | | | | | -------------------->| | |
    | | | | | | | |
    | | | | | [Transfer/Convert Call| | |
    | | | | | if needed] | | |
    | | | | | -------------------->| | |
    | | | | | | | |
    | | | | | | | [Access App-atl.five9.|
    | | | | | | | com] |
    | | | | | | | -------------------->|
    | | | | | | | |
    | | | | | | | [View Current Call |
    | | | | | | | Information] |
    | | | |
    Continuation:

    | | |

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