Bring webchat, WhatsApp, Facebook, Instagram, email, and API conversations into one tenant-aware service workspace.
Encore Product
Smart Digital Solutions
Turn every digital conversation into a faster, more accountable customer experience.
Overview
Make every customer moment easier to manage.
Smart Digital Solutions brings webchat, WhatsApp, Facebook, Instagram, email, and API conversations into one intelligent customer operations workspace. Agents see the right conversation, customer context, knowledge, and next action in a single view, so customers get quick, consistent answers without being passed between disconnected tools.
Behind the console, supervisors can shape routing, skills, dispositions, modes, quality checks, feedback, and reporting for every tenant. Use it to balance concurrent chat load, improve response speed, connect Meta channels, and give leadership a clear view from the first greeting to the final outcome.
What it unlocks
Everything your team needs to move with confidence.
Help agents handle concurrent conversations with a focused inbox, live counters, reply composer, attachments, transfers, wrap-up, and disposition closure.
Give supervisors a live operations view for queue health, agent activity, response speed, workload, and customer feedback.
Configure skills, routing, agent modes, privileges, session rules, knowledge, themes, widgets, and integrations from a controlled admin layer.
Turn conversation history into useful decisions with channel, concurrency, outcome, adherence, QA, CSAT, and sentiment reporting.
Inside the platform
Real screens. Real workflows. Built for the people doing the work.
A closer look at the interfaces your agents, supervisors, and support teams use every day.
Client outcomes
Put the product to work from day one.
From frontline execution to leadership visibility, Smart Digital Solutions helps teams turn busy operations into a more consistent customer experience.
Launch a branded webchat widget and route each visitor to the right tenant, media, skill, or support queue.
Let agents serve multiple active conversations while tracking response speed, chat time, wrap-up, disposition, and feedback.
Connect Meta messaging and comment channels so Facebook, Instagram, and WhatsApp conversations are handled from one console.
Give supervisors an honest view of queues, contact reasons, escalation rates, CSAT, channel workload, and agent capacity.
Connect the digital service layer to CRM, ticketing, e-commerce, knowledge, AI bot, and reporting systems through APIs and webhooks.