DigitalWell 360 Raises the Bar in Unified Communications

The latest version of DigitalWell’s proprietary unified communications system is now live. DigitalWell 360 7.4 takes the versatile and scalable solution, popular with all types of organisations, to new heights with significant improvements, particularly in terms of security, reporting, CRM integration and the addition of new forms.

Here are some details of the latest upgrades and benefits that come with Digital Well 360 7.4:

Security – OAuth 2.0 Apps implementation allows customers to add and manage their own OAuth applications, instead of applying legacy authentication methods. OAuth (Open Authorisation) is designed to allow third party app providers, including Google and Microsoft, to access user information without sharing personal credentials, such as passwords. As well as improving security, OAuth offers greater control to businesses when it comes to managing authentication credentials. Since legacy authentication methods are due to be phased out in the near future, this is a vital upgrade for continued compatibility.

Reporting – A new feature has been introduced that allows businesses to collect real-time customer feedback after an interaction. The feedback tool can be configured for both voice and messaging, so customers can rate their experience. This is a useful for measuring customer experience and agent performance, as well as gaining customer insights and identifying areas for improvement – all of which can lead to increased customer satisfaction and retention.

LiveChat Forms – New forms allow businesses to collect customer details before an interaction, or leave a message when the business is offline. Benefits include better lead capture and seamless communication.

Enhanced CRM Integration – There have been a number of improvements to CRM system integration including the ability to store call record links instead of files, saving storage space. There is also increased flexibility in HTTP requests. For those using Zoho, enhancements will prevent the creation of duplicate leads.

In addition to the above, a new Returning Customer feature routes repeat callers to the same agent (if available) to improve continuity in conversations, reducing the need for customers to repeat information. And the addition of email signature templates will allow users to create and management pre-configured signatures for email communications, helping with brand consistency.