Drive Benefits Across the Entire Enterprise
RiverStar solutions drive significant benefits across your entire organization in four key areas: Agents, Customers, Technology and Business
Agents can find answers immediately and walk users through predefined workflows, significantly reducing call time.
Improve Institutional Memory
No longer worry about your organization’s knowledge leaving when a tenured agent leaves.
Increase Calls Per Hour
Decreased call time enables agents to get through significantly more calls each hour, reducing the overall call queue.
Eliminate Bouncing Between Applications
Agents no longer have to tab between applications to find what they need — everything is in one central location.
Finding answers faster means happier customers and, in turn, happier agents and better overall morale.
Guided workflows make it easier for agents to help callers, significantly reducing the stress of the job.
Better Customer Service
Agents that are satisfied with their job and not frustrated finding answers are able to provide better overall customer service.
Ease of Use
RiverStar applications have an intuitive user interface and are easy to learn and use, even in complex environments.
Reduced Training Time
New agents can be up and running quickly, reducing the need for costly and cumbersome training and onboarding classes.
Increase Customer Retention
Positive customer experiences lead to more loyal customers.
First Call Resolution
Resolve customer issues on the first call, reducing the need to follow up later or hand off a customer to another agent.
Customers receive consistent answers across all agents, no matter how many times they call in.
Reduced Call Backs
Customers get answers while they’re on the line, reducing or eliminating annoying call backs.
Rapid Issue Resolution
Issues are resolved rapidly so customers don’t have to wait while agents search for information and can get on with their day.
Agents can offer personalized experiences with easy and quick access to personal customer information.
No Duplicate Questions
Agents no longer have to ask for information that’s already available, reducing customer frustrations.
Having the right information at the right time allows agents to keep conversations moving with no uncomfortable pauses searching for data.
Using RiverStar, organizations can reach out to customers via text or email to resolve issues proactively.
Speed Development Cycles
Application and new workflows can be developed in hours.
Workflows can be developed quickly and easily without writing any code.
Decrease Application Development Costs
Applications can be developed by non-technical employees with minimal IT involvement.
Respond to New Needs
Agent requests and new business needs can be accommodated in hours or days, not weeks or months.
Applications are deployed on web servers and are immediately available to all authorized agents regardless of location with no desktop deployment.
Roll Out Changes Faster
Application changes can be rolled out immediately without the need for cumbersome software updates or upgrades.
Eliminate Desktop Software
RiverStar applications are developed and live in the cloud, so all your agents need is a web browser.
Integrate with Internal Systems
RiverStar can integrate with any application that has an open API, allowing you to get (and put) critical data from your existing applications.
Integration is completed through a wizard-like interface without the need for tedious programming.
Enforce Corporate Policies
Automated scripting and workflows can help ensure agents are following established operating policies and procedures.
Increase Operational Consistency
Whether you have five agents or 5,000, RiverStar solutions help facilitate consistency of communications with each and every call.
Reduce Operational Costs
When agent productivity increases, operational costs naturally decrease across your organization.
Reduce Compliance Issues
Ensure agents are communicating properly and following industry-driven compliance mandates with all your customers.
Increase Upsell Opportunities
Agents that follow well thought-through workflows can naturally dovetail conversations into upsell opportunities.
Increased Number of Sales Per Hour
Well-optimized workflows can increase sales agent output, closure rates and number of sales per hour.
Visibility into Business Operations
Every aspect of agent and system performance can be reported on, providing unparalleled visibility into key business metrics.
Automated Report Sharing
Save days of staff time each month and keep all stakeholders in the loop with automated report production and sharing.
Positive Customer Experience
Delight your customers with a positive experience every time they call and interact with your agents.
Consistent Customer Interactions
Because interactions are guided workflows, communications with customers becomes consistent and repeatable.