ElyphOne
An integrated platform designed to improve customer satisfaction, team productivity, and cost and time efficiency by connecting sales, marketing, and service channels within a single system.
About ElyphOne
ElyphOne is a Customer Relationship Management and omnichannel contact center platform that connects customer interactions across voice calls, websites, social media, WhatsApp, and other digital channels. All interactions are stored in a centralized database to help organizations understand the customer journey, improve service quality, monitor team performance in real time, and deliver a better customer experience.
- Improve customer satisfaction and customer experience
- Improve agent performance and productivity
- Increase operational cost and time efficiency
- Map the customer journey comprehensively
- Provide self-service capabilities for customers
- Real-time dashboard monitoring and reporting
- Support collaboration among agents, team leaders, and management
- Modular system with easy integration to third-party systems
- Collect and manage customer data for marketing strategies
Key Features
Omnichannel & Social Media
- Integrate customer interactions from multiple channels into a single application.
- Facebook: Direct Message and Post Comment.
- Instagram: Direct Message, Post Comment, and Reels Comment.
- X / Twitter: Mention and Direct Message.
- WhatsApp Business: interactive sessions, transaction broadcasts, marketing broadcasts, OTP, and WhatsApp Call.
- WhatsApp Non-Business: interactive sessions and WhatsApp Groups.
- Digital channel interactions can be routed to and handled by agents.
Voice & Video
- Interactive Voice Response (IVR) with multilevel menus and 24/7 self-service.
- Automatic Call Distribution (ACD) for skill-based queue distribution.
- Computer Telephony Integration (CTI) for call and agent activities.
- Call Recording for recording interactions between agents and customers.
- IP-PBX for inbound, outbound, transfer, conference, hold, and mute functions.
- Browser-based Web Phone as an alternative to softphones or IP Phones.
- WebRTC-based Video Call that can be integrated into web and mobile applications.
- Screen Recording based on agent call activities.
Automation & Artificial Intelligence
- Rule-based and artificial intelligence-based ChatBOT.
- AI-based VoiceBOT for inbound and outbound interactions.
- Agent Assist provides real-time information, recommendations, and guidance to agents.
- AI Prompting for configuring AI instructions and responses according to business requirements.
- Summary AI for storing conversation summaries in the database.
- Quality Monitoring Automation for automated interaction scoring.
- ChatBOT and VoiceBOT interactions can be transferred to human agents.
- Supports 24/7 automated services.
Customer Service & Ticketing
- Integrated customer profiles.
- Customer ticket creation and follow-up.
- Direct or hierarchical ticket escalation.
- Supports omnichannel customer service.
- FAQ and knowledge base.
- Customer Satisfaction (CSAT) measurement across customer interactions.
- Real-time notifications and automatic ticket distribution.
- Customer journey analytics.
- Simple Ticketing displays tickets, accounts, contacts, follow-ups, and customer journeys on a single screen.
Outbound & Campaign Management
- Campaign data distribution based on agent skills.
- Agent scripting based on campaign requirements.
- Data integration through files, APIs, web services, databases, and third-party systems.
- Campaign dashboard monitoring and reporting.
- Supports telesales, telesurvey, telecollection, and telereminder processes.
- Preview Dial.
- Progressive Dial.
- Predictive Dial with AI integration capabilities.
- Ping Call for validating customer phone numbers.
WhatsApp Business
- WhatsApp Blast using WhatsApp Business templates.
- Campaign configuration based on Meta templates and accounts.
- Message variables for personalized messaging.
- Customer replies can be routed to agents based on skills.
- Messages can be sent immediately or scheduled.
Dashboard & Reporting
- Real-time dashboard monitoring.
- Monitor all channels within a centralized database.
- Transaction and agent activity reporting.
- Monitor service performance and customer interactions.
- Information can support management evaluation and planning.
Knowledge Base
- Store help articles, guides, troubleshooting resources, and product information.
- Knowledge base content is easy to access and search.
- Keyword-based searches using a vocabulary and synonym approach.
- Context-based searches that can be integrated with AI.
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On-Demand Apps
Based on Customer Needs
Custom application development services tailored to each customer's requirements, business processes, and operational characteristics.
Ready to work with us?
If you are interested or would like to know more, please contact our team.