Drive Benefits Across the Entire Enterprise

RiverStar solutions drive significant benefits across your entire organization in four key areas: Agents, Customers, Technology and Business

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Agent Benefits

Reduce Time

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.

Happier Agents

Finding answers faster means happier customers and, in turn, happier agents and better overall morale.

Less Stress

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.

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Customer Benefits

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.

Consistent Answers

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.

Personalized Experiences

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.

Timely Information

Having the right information at the right time allows agents to keep conversations moving with no uncomfortable pauses searching for data.

Proactive Communcation

Using RiverStar, organizations can reach out to customers via text or email to resolve issues proactively.

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Technology Benefits

Speed Development Cycles

Application and new workflows can be developed in hours.

Easy Implementation

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.

Rapid Deployment

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.

Simple Integration

Integration is completed through a wizard-like interface without the need for tedious programming.

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Business Benefits

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.

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