Technology overview

Technology overview

Best of breed customer support technology for a best in class customer experience.

 

Optimize human connection through technology

We are firm believers that our agents should be provided with the best customer support technology on the market. With years of experience, we have built a solid ecosystem based on the latest technology in communications, customer relationship management, and business intelligence. The combination of human skill and high-end technology creates a frictionless environment that makes sure customers are being provided with the best customer experience at every touchpoint.

A platform that enables, empowers & plays well with others

People work anywhere, anytime and are at their best when using the right tools. Our clients understand this and have made their own investments. 5CA’s CX platform is secure, standards-based and modular. It means our people, our domain experts, can choose best-of-breed tools, and we can integrate simply and securely with our clients’ systems. We can do this because we’ve built a core of highly cohesive cloud-based components that deliver security, connectivity, automation and data insights.

Zendesk

Zendesk

Zendesk is our CRM-software of choice for all customer-facing activities. We use Zendesk as our core ticketing system and provide consultancy services to help you set up your knowledge base, support sites, and workflows.

Helpshift

Helpshift

Through Helpshift, we are able to provide customer support for any mobile game or other mobile software that needs in-app support. Using the Helpshift platform, we are able to provide high-quality support to mobile players without them having to ever leave our clients’ apps.

Purecloud

Purecloud

Genesys’ PureCloud platform is the foundation for all of our communications. We use this cloud-based platform to route contacts across all channels. This includes calls, emails, and chats.

Power BI

Power BI

We apply the Microsoft Power BI suite as a visualization overlay on top of our data warehouse where we combine data originating from more than 20 systems. The data reflected in Power BI serves as a real-time, up-to-date source of operational information and empowers our clients to have access to current support metrics.

Unbabel

Unbabel

Unbabel's AI-assisted translations software allows our clients to offer support to any customer in their native language, even if the volume is too low to hire dedicated agents.

Dixa

Dixa

Dixa is a Customer ‍Friendship Platform. Their CX software unifies customer engagement and support ticketing across email, chat, messaging and phone in one platform for a better customer and agent experience.

Quiq

Quiq

Quiq is a Conversational Engagement Platform. Quiq makes it easy for customers to contact company socials via; text messaging, Kik, Facebook Messenger, Whatsapp and Wechat. We very much like having Quiq as a partner, because their solution is not only customer centric, but also very agent minded.

Voxbone

Voxbone

Voxbone is a fully licensed national operator with a global voice backbone. We use it for compliant scaling of our communications with enterprise-ready voice and SMS on elastic SIP trunks and access to local phone numbers.

Lessonly

Lessonly

Lessonly is our go-to when it comes to training our agents and staff. through this learning management system, we make sure our workforce is fully prepared.

Scorebuddy

Scorebuddy

Scorebuddy is our tool of choice when it comes to all things Quality Assurance, allowing our agents to view their scores as well as score themselves, leading to continuously improving performance.

Let's talk support

  • Stop struggling with multilingualWith our growing worldwide community of agents, we're able to hire any language you need.
  • Get up and running within weeksWe'll recruit, onboard, and train your new support team in record time.
  • Support provided by fans of your brandOur agents understand your customers, because they are your customers.

Reach out to our sales team and we’ll be in touch within a day.

Contact us