Scroll to top

Cempresso Customer Care

Cempresso Suite

The Perfect tool for superhero-like Customer Service and Proactive Company

Watch Video

Divergent use cases

Best Platform for Process Automation

Cempresso Customer Care is a new-concept software platform for customer support process automation and knowledge management.

With Cempresso Customer Care empower agents to solve customer issues fast, easy and completely in a single tool, which wraps around existing systems and visualises data for agents.

It provides automated background investigation and root cause analysis, 360 service visibility, as well as a unique automatic remedy and guided support concept via various channel interfaces.

This means, all the hard work is done by Cempresso by predefined workflows in every call, so agents can focus on more important things than how to interpret loads of data.

Cempresso Customer Care main features:

  • Easy-to-use and intuitive

  • Step-by-step guided workflows

  • Flexible platform management

  • Advanced and powerful care sessions analytics

  • Different roles involved in the process connected via ONE tool (call centre agents, 2nd and 3rd level support)

  • NBI interface for integration with other OSS/BSS systems

Cempresso Customer Care implementation benefits:

  • Reduced agent onboarding time

  • Improved agent efficiency

  • Faster and more adequate call resolution

  • Increased first call resolution

  • Improve service and productivity

  • Offloaded CSR agents due to powerful self-care chanels over web, mobile, haatbot

  • Scaled for business efficiency

  • Faster development and deployment

Key capabilities

Agent console:

  • customer centric, personalized, and contextual dashboard with 360° views designed for customer service representatives
  • intelligently drives users through interactive step-by-step guided workflows
  • comprehensive set of automatic actions and remedy flows
  • advanced history of all previous activities an all channels (session history)
  • designed for multiple user roles depending on skills or organization unit
Bulb products

Selfcare applications:

  • mobile and web-based applications that drive customers through interactive step-by-step guided flows
  • powerful virtual assistants to offload customer care agents
  • guided flows for automated issue detection, root cause analysis and remedy procedures
  • comprehensive customer care self-service applications available 24/7

Chatbot applications:

  • efficient chatbot applications instantly available over various messaging apps and channels like SMS, Viber, Facebook Messenger, Whatsapp etc.
  • leverage common Cempresso capabilities and seamlessly incorporate machine-to-machine interactions within chatbot flows (i.e. IT systems and connected devices)
  • chatbot business logic and flows designed through low-code/no-code graphical modeler
  • fully integrated with multi-language NLP engine
  • by using BPMN drag-and-drop workflow builder and share the same platform over multiple channels

Integration Framework:

  • supports various API protocols
  • simple and seamless driver invocation/call from the workflow design mode
  • driver pooling and throttling concept for efficiency and resource management
  • error handling (asynchronous invocation from WF, retrying mechanisms, etc.)
  • runtime hot-swap driver replacement with no system down time

Business logic management:

  • everything in Cempresso is managed through BPMN based workflows
  • flexible web-based design studio and workflow modeler enable fast creation and deployment of process logic in an easy-to-use drag-and-drop interface
  • wraps around existing systems and brings a new BPMN based automation layer
  • low-code/no-code platform to build customer centric process automation applications

Contact us for a demo

Our products and solutions are here to help you