Successware Connection

One Seamless Communication Experience with Successware Connection

Successware Connection™ is incorporated directly into Successware Office™ and offers an omnichannel communication platform with the ability to call, text, and email customers from the same queue. Your Customer Service Reps (CSRs) and Call Takers can seamlessly answer customer communications without missing a beat.

When a customer contacts you, the interaction will automatically go to the first available CSR, which will significantly cut down on wait time for your customer.

When an employee accepts a communication, the system will be able to determine the lead source the call came from based on the phone number the customer dialed. It will also automatically pull up the customer’s service records if they are a current customer, equipping the CSR to provide the best possible customer care.

Successware Connection also offers great benefits to supervisors. We have a robust supervisor dashboard with customer service tools that let you view the:

• Number of daily calls
• Service level agreement (SLA) percentage
• Average queue wait time
• And more

How to Improve Customer Service with Digital Tools

Successware Connection is also a powerful customer service training tool. For example, it enables supervisors to listen in to a CSR’s call and ‘whisper’ advice to them about how to handle the situation at hand. This is helpful customer service training for new employees or for offering guidance to seasoned employees who may need extra help or refreshers.

Successware Connection FAQs

Click here to view our Successware Connection Terms & Conditions.

Contact your Account Executive for more information on Successware Connection or call 888-272-8009 to get started with Successware today!