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Anana Ltd
Anana deliver advanced customer experience technology and direction to ensure our customers deliver high-value, personalised experiences across human and digital touch-points.
Interactions over the phone, web, mobile, e-commerce and within the back-office are managed seamlessly, streamlining efficiency whilst optimising customer experience.
Anana host the contact centre platform for Welsh Water and host it as a managed service.
Realtime Photo Sharing
The flexible omni-channel Genesys customer interaction system hosted by Anana for Welsh Water can handle interactions with customers via voice, email, webchat, SMS and social media, routing them to the right agent, and also automating the interaction where appropriate. (e.g. payment or balance enquiry).
Anana have enhanced the solution with technology that enables you to better serve your customers. One example that is available is the ability for customers to upload a photo or file (maybe a bill) to an agent, during a phone call or chat session. This enables the agent to quickly understand the problem and better serve the customer’s needs. Other data, like the location of the customer can also be displayed to the agent making their job even easier.
The accompanying video shows one example of an application for this technology. Can you think of more?
Above you can see stills from the video showing the customer receiving the photo link and taking the photo. Then the information is displayed within the Welsh Water agent desktop during the call.
Anana Mission Control
An industry first, exclusively available from Anana and used by Welsh Water, Anana Mission Control is the most powerful self-configuration solution on the market. Anana Mission Control allows the Welsh Water contact centre Management team to add and configure customer journeys independently, immediately and safely without IT support.
Fast and flexible - Anana Mission Control allows authorised users within Welsh Water to configure the voice, SMS and Social Media (and email, web chat and white mail if used) channels, in a matter of minutes. Enabling you to make instant changes to everything from opening times and emergency messaging, to reporting thresholds, whispers and routing.
Secure and traceable - Role-based permissions ensure that only the right people have access to specific settings and all changes are fully audited.
A tale of two call centres - Watch Anana Mission Control take on Rex the Dinosaur in the accompanying video.
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