Built For Your Enterprise
A smart routing engine to match tickets to the right expert
Accelerate Resolution Time
Experience a significant decrease in Average Handle Time. Smart Ticket Routing directly connects support tickets with the agents best equipped to handle them, boosting First Contact Resolution rates significantly.
Boost Customer Satisfaction
Transform customer experiences with quicker, accurate solutions. Support from specialized agents ensures every interaction counts, improving satisfaction scores and reinforcing your commitment to exceptional service.
Optimize Agent Performance
Empower your support team with a balanced workload and the right challenges. Match tickets to agents based on expertise and availability to maximize efficiency and satisfaction, leading to higher quality customer interactions.
Round Robin Ticket Assignment
Ensure every ticket is assigned
Our advanced built-in routing system guarantees every ticket is on the fastest track to resolution. Let your agents experience fair and efficient ticket assignment with Round Robin Ticket Assignment. Distribute tickets to agents based on their workload and any other custom conditions defined by you. With minimal oversight, leave no customer query behind.
Smart Ticket Assignment
Assign based on skills, experience, priority, and more!
Assign tickets based on factors like skills, experience, and priority – ensure the right tickets reach the right hands for faster, more effective resolutions. Utilizing real-time assessment and adaptive learning, it constantly refines the routing process, seamlessly escalating high-priority tickets to experts.
Auto-Categorize Tickets
Manage tickets like a pro
Automatically sort your tickets into categories based on subject, priority, and customer history right from the start. Simplify your workflow and ensure that every ticket is immediately organized for quicker, more accurate handling. Say goodbye to manual sorting and embrace a more efficient way to manage customer queries.
Unified Ticket View
Avoid duplication by grouping identical tickets
Consolidate identical tickets from all channels into a single, centralized view. With a holistic perspective on customer issues, simplify resolution processes and ensure consistent responses across all touchpoints. Experience streamlined management and enhanced efficiency with our unified ticket aggregation feature.
Auto Issue Tagging
Tag tickets based on issues and sentiment
Every ticket has a reason. Kapture’s AI delves deep into each ticket with NLP, assigning precise subtags for effortless identification of multifaceted issues within the same ticket.
Kapture detects customer sentiments and applies priorities to help you proactively improve service quality. Post ticket resolution, they are categorized for quality assurance, streamlining your process for consistently superior customer support.
Smarter Routing, Faster Resolving
Streamlined Workflows
Streamline your agents’ workflows with the automated ticket queue, ensuring urgent and important requests are addressed first, reducing time spent on manual selection and more on solving customer queries.
Track Tickets Better
A clear owner to each ticket makes it easier for you to track progress and collaborate internally, while reducing your time spent on operational tasks, and enhances customer satisfaction significantly.
Avoid Asking Again
When tickets are assigned to the right agent for the job, it avoids the need for customers to repeat their queries or other essential information again. Avoid redirecting your customers and solve their queries in the first go.
Integrations
Connect Seamlessly to the Tools Your Teams Use Daily
Data is useless when it’s 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.
Scale with Confidence
Enterprise-grade Security & Compliance
Encrypt sensitive data and mask PHI/PPI information so that your support team can access only necessary information.
Customer Testimonials
Hear it from Our Customers
Insights from satisfied customers sharing their experiences with our product and services.
“ 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
