The Cielo Platform

IVR-to-SMS™

Don’t deflect! Engage your customer directly in the queue.

Your agents are handling too many repetitive, linear interactions that can be easily automated.  The IVR is an ideal channel to resolve these issues before they reach your agent.  However, legacy IVRs fail to support intelligent self-serve experiences. Cielo’s IVR-to-SMS™:

  • Easily plugs into your existing IVR system.
  • Quickly enables SMS in any IVR, including NICE inContact, talkdesk, Five9 and others.
  • Automates the resolution of common repetitive issues through an effortless IVR-to-digital experience.
  • Immediately begins self-serve journeys like How-to Videos, Order Status, Product Returns, click to chat, and more.
  • Engages your customers, directly in the call queue ꟷ without asking them to abandon and try your website or app.

                  DEMO →   Experience IVR-to-SMS by dialing this demo toll free number: 833-825-6501

Agent Assist™

Empower your Agents with desktop messaging tools.

The post-sale customer experience is critical to building the life-time value of today’s customer.  Higher expectations are based on their digital terms.  Cielo’s Agent Assist™:

  • Accelerates the human touch with powerful digital applications that build trust and meets today’s customer expectations.
  • Combines live conversation with automated procedures that reduce handle time and improve first call resolution.
  • Integrates directly into the agent’s desktop, providing advanced messaging that accurately and efficiently resolves complex issues without escalations.
  • Creates hybrid voice + digital experiences which deliver personalized message-based resolutions with empathy and speed.
  • Allows agents to easily access from their desktops applications which: capture remote video and images from the customer, initiate Product Returns and Exchanges, send eDocuments/eSignature, send links to web, apps, videos and more.

SMS Chatbots

Conversational AI Messaging

Cielo SMS Chatbots allow you to engage customers with true two-way, asynchronous SMS conversations across any channel – including non-digital channels, such as retail, voice even product packaging.

SMS Chatbots are the connective tissue between the anywhere customer and digital self-serve applications.  Cielo’s Chatbots use SMS, enabling our clients to quickly deploy a self-serve applications directly in their voice channel’s existing IVR.

Customer facing voice channel Chatbots improve deflection out of the IVR while engaging your customer’s intelligently in specific journeys – increasing agent utilization while improving the voice channel experience.  SMS Chatbots:

  • Transitions your customer seamlessly from one channel to another.
  • Provides higher digital adoption, allowing you to serve more customers waiting on hold.
  • Reduces abandonment by engaging customers immediately in the very first text message. 
  • Retains the conversation history so valuable information can be integrated directly into CRM.
  • Is ubiquitous; more secure and doesn’t require a special “messenger” app or social channel.

Cielo helps companies develop targeted AI journeys using ‘miniBots’ designed to resolve specific, common, customer engagements such as:

  • Product and Warranty Registrations
  • Proof of purchase with Mobile Image Upload
  • Service, Parts and Appointment Scheduling
  • Order Confirmation, Status and Updates

Chatbot Tuning Tool

The challenge in deploying successful customer service chatbots, is the gap between those who understand customer service issues and those who are good at writing AI code.

Cielo’s unique Chatbot Tuning Tool bridges that gap, empowering product and service experts with the ability to translate their knowledge directly into an Chatbot conversations.

The challenge in deploying successful customer service chatbots, is the gap between those who understand customer service issues and those who are good at writing AI code.

Cielo’s unique Chatbot Tuning Tool bridges that gap, empowering product and service experts with the ability to translate their knowledge directly into an Chatbot conversations.

Customer Service Operations Automation

Brings Structure and Automation to Back Office Workflow

Every company has a “back office”.  The dirty secret where many customer service operations are still manually handled.  That’s OK, but it doesn’t have to be all manual.  Cielo Workflow gives structure and automation to the many routine tasks your operations team handles.

SmartForms replace ad-hoc emails and Workflow replaces cumbersome spread sheets.  Together they increase accuracy, 1st issue resolution and SLA oversight.

In the process, you collect vast amounts of raw data which contain potential opportunities for optimizing the customer relationship.

However traditional data management tools simply cannot handle this volume.  Or they require the data to be structured first before it can be analyzed.  Cielo helps clients immediately begin managing and analyzing this data for actionable insights – no matter what state that data is in.

SMS Authentication

Ubiquitous and Secure

Verify customer identity and eliminate unauthorized access with SMS-based Authentication. SMS is the most ubiquitous channel for Two-Factor Authentication.  Both primary password and user’s mobile phone are needed to properly authenticate and get access. No new hardware.  Deliver a one-time code via SMS to a user’s personal mobile phone.  Simple and secure for easy identification, authentication and privacy compliance.

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