Contact centers and customer service teams are constantly juggling countless priorities–from streamlining workflows and maintaining exceptional customer service, to maximizing efficiency. But, as your business starts to scale and grow, so do customer demands. So, how can contact centers scale up and get more agents on the frontlines without sacrificing the customer experience?
Achieving consistency across agent interactions requires more than just a dedicated suite of traditional call center software tools. When you choose Composer by Invosys, however, delivering exceptional service outcomes and optimizing agent performance becomes not the goal, but the standard.
Here’s how your contact center can benefit from Composer’s seamless workflow scripting, next-best-action prompts, and other robust contact center features:
What is Composer and How Does it Work?
Invosys Composer contains advanced agent guidance features designed to help to deliver seamless customer experiences through workflow scripting and automation. Essentially, Composer allows you to create, modify, and optimize agent workflows on a centralized platform—all without needing extensive coding expertise.
Composer’s flexibility is what makes it such a critical tool for contact centers. Agents can achieve more consistent customer service interactions and cut back on training time as all the information they need is right at their fingertips.
The Key Features of Invosys Composer
1. Customizable Workflows
No need to rely on IT or developers to build complex workflows. Composer’s intuitive drag-and-drop editor lets you directly design workflows tailored to your business needs. Whether you want to integrate a new CRM system, reorganize call flows, or align communication channels, the visual editor puts complete control in your hands.
2. Next-Best-Action Mapping
Composer provides agents real-time prompts throughout customer interactions. These prompts guide agents to make precise statements based on the customer’s position in the workflow, ensuring consistency and accuracy. The steps dynamically adjust to suit the interaction type, industry, or call reason, creating a seamless experience for both agents and customers.
3. Knowledge-Base
At each step of the interaction, agents can be prompted to reference relevant knowledge base articles, paragraphs, or reminders that provide critical guidance to ensure a successful resolution. The knowledge base serves as a comprehensive directory, housing essential details such as contact information, department listings, and other key resources, all accessible in one central location. This ensures agents have immediate access to the information they need, while helping to streamline their workflows and effectively navigate the customer journey.
4. Integration with Existing Tools
Composer seamlessly integrates with your CCaaS system and/or CRM, providing agents with next-best action guidance to ensure a smoother and more efficient customer journey. For healthcare organizations, Composer connects with patient management systems, offering a unified interface that guides agents through every interaction with precision and ease. This integration simplifies workflows while enhancing the overall user experience.
The Benefits of Invosys Composer for Contact Centers
Using Invosys Composer, contact centers can address some of their most pressing challenges. Here’s how it redefines operations:
Improve Agent Productivity
By automating repetitive tasks such as call logging, ticket assignment, and data entry, Composer frees up your agents to focus on what really matters—helping customers.
Enhance Customer Satisfaction
With Composer, workflows can be optimized to reduce wait times, improve first-call resolution rates, and deliver faster responses. Ultimately, it empowers your team to exceed customer expectations at every touchpoint.
Reduce Costs
Automation isn’t just efficient—it’s cost-effective. Composer helps eliminate manual processes, reduces human errors, and ensures smarter resource allocation, leading to significant cost savings.
Scales with Your Business
Whether you’re handling hundreds or thousands of customer interactions daily, Composer scales effortlessly with your contact center’s needs. Adding new workflows or communication channels is straightforward, ensuring you’re never limited by outdated systems.
Cut Down on Agent Training
Composer empowers agents by providing them with real-time access to all the information they need for each interaction, reducing the need for constant supervision from supervisors or your top team players. New agents can quickly adapt to their roles, as the platform streamlines onboarding and training processes.
This Invosys Customer Saw 16% Improvement in AHT
Interact, one of the UK’s fastest-growing outsourcing businesses, faced a significant challenge: establishing a new home for their client’s outsourced contact center operations in just eight weeks. Compounding the complexity, they also had to replace the existing case management solutions that would no longer be available due to the end of their previous outsourcing relationships.
Invosys stepped in to deliver exactly what was needed—a flexible, unified agent desktop that combines powerful workflow scripting and optimization. This solution enabled them to maintain high customer service levels while driving sales performance. By using Invosys, the business gained the flexibility to adapt to varying client requirements and accommodate constantly changing operational needs.
The results speak for themselves. They saw a 16% improvement in average handling time (AHT), a 25% increase in contracts per hour, and the peace of mind provided by a robust, adaptable platform that could scale and evolve alongside their operations.
The Director of Operations at Interact sums Composer up perfectly:
“Agents are able to work faster and more fluently because [Composer] gives them easy access to the information they need to answer customers’ service questions from a single unified agent desktop.”
Read more on our success story with Interact.
Get Agents Up to Speed & Deliver Seamless CX with Composer
Undoubtedly, contact center agents benefit immensely from having all necessary information at their fingertips, enabling quicker, more accurate responses to customer inquiries.
When you include Composer in your contact center tool suite, delivering seamless customer experiences and keeping pace with dynamic operational demands becomes the standard going forward. Get in touch with Invosys today to learn more about Composer and our complementary suite of agent guidance solutions.
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