
When organizing a contact center, it is important to build comprehensive and effective processes in both the external and internal environments. The first one includes the company’s accessibility to customers and contractors, the convenience of communication, brand reputation, and tone of voice. Building strong customer engagement requires detailed resource and strategy planning, quick implementation, constant testing and researching until you achieve the optimal balance between client demand and business proposition.
A good organization of internal workflows is also important as it directly affects the communication and collaboration between employees, managers, and whole teams. Moreover, clearly structured and well-established internal processes determine the working conditions, atmosphere, and even the motivation of contact center personnel.
Understanding these needs and working on the platform’s development, we decided to create a special service to help our clients plan and implement numerous contact center processes easily. This is how Flow Manager designer appeared among our services. The graphical editor allows you to build the logic and algorithms of contact center workflows using flowcharts and the drag-and-drop principle. With our Flow designer, you can set and customize absolutely everything, from agent greetings and call ringtones to queue distribution rules and interactions with external systems and services.
How does Flow Manager look and work? The service interface consists of two main parts, component bar and workspace for scheme building. Each component defines the parameters of a separate process, function, or interaction and can have multiple branches that describe different service scenarios or specific workflows. For user convenience, we have grouped all schemes by type: voice, text, service, and forms. By selecting a diagram type, the user sees relevant components that can be used to build processes of the selected category.

Vitalii Kovalyshyn, CTO at Webitel, tells about Flow Manager:
‘Working with a team of developers and designers on Flow Manager, we aimed to create a versatile low-code tool that customers could use without programming skills or specific technical knowledge. We have implemented functionality with numerous pre-programmed components and functions to customize most contact center processes. For clients who have non-standard requests, we created a separate ‘Custom code’ component, which can be used to add the necessary features.
With each platform update, we add new features to the editor. Thanks to active communication with our customers and constant monitoring of innovation trends, the Flow Manager designer evolves to meet client expectations and business needs.’
The Flow editor covers the following aspects of customer service and contact center work:
configurations of time zones, work time and schedules for regular, non-standard days, holidays, etc.;
setting up voice files, sounds, agent and company greetings, voice information messages;
detailed configurations of call and chat routing;
various work algorithms for inbound and outbound lines;
IVR settings with different service scenarios, including the combination of IVR and agent communication;
Text-to-Speech and Speech-to-Text settings;
peculiarities of working with subscribers, subscriber lists, and queues;
configurations for additional functions, links, variables, work schemes, and dynamic forms;
details of interaction with integrated and external systems and services;
search and display settings of statistical information concerning subscribers, agents, calls, and chats;
recording and storage options of client messages and conversations;
notification and special request settings.
Here we would like to share just a few examples of detailed and diverse workflow settings using the Flow editor:
Dialer processes the subscriber lists. When a member picks up the phone, IVR informs about current promotions, new products, or loan payment amounts. Then the subscriber is offered to choose response options using tone dialing. If needed, the system can connect the subscriber with the agent to let him explain the offer benefits in detail. After the call ends, the subscriber receives a message with information about the discussed topic.
The system collects day statistics on calls (inbound accepted/outbound/missed) and agents (time in the system/call and chat time/occupancy) and sends it to the supervisor or manager by email at the end of the working day.
During the conversation with the agent, the subscriber asks for details regarding their order, or, for example, the availability of items according to certain criteria. Using specific requests, the agent finds necessary information including links, images, or video, and sends it to the client via the preferred communication channel.
One of the key advantages of Flow Manager is the ability to make changes to contact center operations at any time: you can rebuild processes completely or partially and implement new workflows almost instantly. As needed, companies can create various work models and service scenarios and test what works best, or use separate scenarios for different client groups. With the ability to quickly build and modify workflows, companies can confidently plan and optimize resources, improve contact center performance, and scale their business.
Companies can create, configure and adjust processes with the Flow editor independently, or use the professional services of Webitel’s team. Our experts always pay special attention to all client requirements and business needs to implement functionality for flawless contact center operation, excellent customer communication, and notable business results.
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