Customer Benefits
Seamless Customer Support on Calls
Customers face frustration when limited to specific channels for support, leading to fragmented and inconsistent experiences. Integrating Kapture and Twilio ensures customers can choose their preferred method of contact-whether it’s voice calls, chat, email, or social media. This flexibility fosters a smoother, more unified customer journey.
- Omnichannel Support: Voice calls integrated alongside chat, email, and social media for seamless customer interaction.
- Self-Serve: Self-service options for quick answers to common questions, reducing wait times.
- Hyper-personalized Support: Identify customers and access past interactions for tailored support and a personal touch.
Agent Benefits
Delivery Exceptional Support Effortlessly
Agents struggle with inefficient workflows and excessive after-call tasks, impacting their productivity and customer satisfaction. The Kapture X Twilio Integration streamlines workflows, automates call routing, and reduces after-call work, enabling agents to focus on resolving issues swiftly and effectively.
- Streamlined Workflows: Automated call routing based on caller location or issue type, directing calls to the right agent.
- Reduced After-Call Work: Call transcription and summaries to eliminate lengthy note-taking.
- Data-Driven Insights: Analytics tools providing insights on call volume, peak times, and common issues to optimize workflows and training.
Integration Powerhouse
Empower Customers and Agents by Integrating with Kapture
Know Your Customer. Deliver Better Service.
Unify Your Inbox: Streamline your support by integrating calls via Twilio with Kapture’s omnichannel inbox in a single, centralized location.
Customer 360 View: Gain a complete understanding of your customers. Leverage demographic, transactional, and interactional data (including call details) to resolve tickets efficiently and deliver personalized service.
Effortless Automation. Empowered Agents.
Smart Ticketing: Boost agent productivity with automated routing, tagging, and prioritization. Kapture CX uses Natural Language Processing (NLP) to convert call queries into tickets and assign them to the most qualified agent based on skills and availability.
Focus on What Matters: Free your agents from repetitive tasks. Automated workflows handle simple inquiries, allowing agents to focus on complex issues and building strong customer relationships.
Actionable Insights. Continuous Improvement.
Measure Success: Gain valuable insights about your customer conversations on calls via Twilio. Track key metrics like First Contact Resolution (FCR) and Average Handling Time (AHT) to identify areas for improvement.
Data-Driven Decisions: Uncover trends and patterns in customer interactions. Use Kapture’s insightful reports to identify potential issues and optimize your customer support strategy on calls with Twilio and beyond.
Take Conversations to the Next Level
Personalize Every Interaction: Elevate your customer experience with AI-powered chatbots. Our Gen-AI technology provides personalized and contextual responses to customer queries via calls, based on their ticket data and past interactions.
Boost Efficiency, Enhance Satisfaction: Improve agent productivity and customer satisfaction with smart chatbots that handle repetitive questions and provide instant support.
CUSTOMER 360
Know Your Customer. Deliver Better Service.
Unify Your Inbox: Streamline your support by integrating calls via Twilio with Kapture’s omnichannel inbox in a single, centralized location.
Customer 360 View: Gain a complete understanding of your customers. Leverage demographic, transactional, and interactional data (including call details) to resolve tickets efficiently and deliver personalized service.
SMART AUTOMATED TICKETING
Effortless Automation. Empowered Agents.
Smart Ticketing: Boost agent productivity with automated routing, tagging, and prioritization. Kapture CX uses Natural Language Processing (NLP) to convert call queries into tickets and assign them to the most qualified agent based on skills and availability.
Focus on What Matters: Free your agents from repetitive tasks. Automated workflows handle simple inquiries, allowing agents to focus on complex issues and building strong customer relationships.
AUTOMATED REPORTING & ANALYTICS
Actionable Insights. Continuous Improvement.
Measure Success: Gain valuable insights about your customer conversations on calls via Twilio. Track key metrics like First Contact Resolution (FCR) and Average Handling Time (AHT) to identify areas for improvement.
Data-Driven Decisions: Uncover trends and patterns in customer interactions. Use Kapture’s insightful reports to identify potential issues and optimize your customer support strategy on calls with Twilio and beyond.
AI POWERED CONVERSATIONS
Take Conversations to the Next Level
Personalize Every Interaction: Elevate your customer experience with AI-powered chatbots. Our Gen-AI technology provides personalized and contextual responses to customer queries via calls, based on their ticket data and past interactions.
Boost Efficiency, Enhance Satisfaction: Improve agent productivity and customer satisfaction with smart chatbots that handle repetitive questions and provide instant support.
Why Kapture
Accelerate your Customer Support with Kapture
AI Assistant for Agents
An AI-powered assistant for agents to get quick and accurate solutions for a smooth customer experience.
Side Conversations
Start a conversation with a third partner vendor without switching platforms for accurate resolutions.
Single Sign-On
A unified platform that empowers your agents with a 360 view of customer profiles from every connected platform for contextual resolutions.
Dedicated Account Manager
A dedicated account manager to help resolve all your queries after the implementation and integration processes.
Fully Assisted Data Migration
We make sure every bit of your data is safely and securely migrated into your new system without any hiccups.
Multilingual Chat
Multilingual Chat Kapture’s in-built language translator helps agents respond to call-based queries in the customer’s preferred language.
Secure Platform
Ensures enterprise-grade security while being compliant with HIPAA, GDPR, and is ISO 27001 certified.
Accolades in Customer experience software category
High-fives From Industry Experts
Time and again, Kapture’s customer experience platform has been rated as a high performer on G2 and one of the most loved CX platforms on Gartner Peer Insights based on customer reviews.
Integrations
Twilio and 1000+ Other Integrations. Drive Growth with Kapture’s Interconnected Platform
Data shouldn’t be hard to access. Kapture integrates with the tools your teams use daily providing quick and easy access to customer insights. Unified visibility = better CX. Experience the power of 1000+ out-of-the-box Enterprise API integrations to centralize your support operations.
Customer Testimonials
Hear it from Our Customers
Insights from satisfied customers sharing their experiences with our AI-powered customer experience platform.
“ It’s an awesome tool, a customized solution for your business. It’s a journey which I’m enjoying and I’m very positive that Kapture is going to be a tool that is going to prove very successful for many entities.
Anubhav Mehrotra
Vice President of CX
“ A pleasant surprise is seeing a company whose engineering team is as powerful as its sales team. Usually, salespeople disappear once the deal is signed but this was not the case here.
Bruce Schwack
Chief Communication Officer
“ It’s an awesome tool, a customized solution for your business. It’s a journey which I’m enjoying and I’m very positive that Kapture is going to be a tool that is going to prove very successful for many entities.
Anubhav Mehrotra
Vice President of CX
“ A pleasant surprise is seeing a company whose engineering team is as powerful as its sales team. Usually, salespeople disappear once the deal is signed but this was not the case here.
Bruce Schwack
Chief Communication Officer
