OneTEAM is the next generation, cloud-based service delivery and workforce management platform that enables every customer care agent and team lead to train, work and communicate within the same system, as well as use the same processes to provide customers with live chat and phone support. So, an agent working from home can get support from a team lead in one of offices across the globe. Customer care agents can ask their leads questions in real time via chat, without having to put customers on hold.
Our unique platform provides solutions for common business challenges such as unexpected spikes in call volume, agent portal incompatibility, static content, data siloes and operational inconsistencies. The virtual configuration enables implementation of an adaptive delivery model that streamlines core processes and facilitates a better experience for both agents and customers.
Through flexibility, timely collaboration and visibility, OneTEAM provides deeper insight into what drives business outcomes with unparalleled speed and security.