Contact centers face steep challenges driven by soaring customer expectations, rising operational complexity, and the increasing cost of abandoned interactions. There’s mounting pressure to deliver instant, personalized resolutions, yet legacy systems struggle to keep up. Add in high agent turnover, disjointed omnichannel support, security vulnerabilities, and surging demand during peak periods, and it’s more complicated than ever to maintain customer satisfaction and efficiency.
PubNub empowers contact centers and customer care teams with real-time Decision Intelligence, presence-based routing, and secure, scalable infrastructure to reduce costs, improve CSAT, and boost agent efficiency. Whether you’re triaging support during surges, routing inquiries to the best agent in real time, or driving automation to minimize wait times, PubNub transforms every customer interaction into a responsive, efficient, and seamless experience for faster, smarter, and always-on customer care.
Real-Time Presence-Aware Routing
Dynamically assigns interactions based on real-time status, such as “Break,” “System Training,” or “Available – Spanish Support” to improve efficiency and coverage.
Auto-escalates urgent cases to available specialists, reducing customer frustration and handling time.
Predicts and mitigates overload scenarios using live presence data to rebalance team workload.
Predictive Staffing & Surge Management
Uses presence patterns and historical demand (e.g., holiday rushes, product launches) to forecast agent requirements and optimize staffing for peak times.
Provides real-time dashboards for supervisors to reprioritize queues, redirect overflow, and tap into multilingual support across regions.
Automatically triggers surge protocols or chatbot handoffs when human resources are constrained.
Real-Time Chat & First Response Optimization
Connects customers instantly with live agents or automated systems, reducing average first-response time and improving CSAT.
Supports rich media and AI-moderated chat within customer care apps or contact center portals.
Eliminates long hold times by intelligently routing based on presence and availability.
Security & Compliance at Scale
Offers GDPR-compliant and HIPAA-ready data handling with presence event encryption and access control via token-based authorization.
Stores presence status history securely, supporting auditability and compliance needs across industries.
Protects every interaction with AES-256 encryptionand fine-grain access control.
Operational Dashboards & Insights
Visualize real-time system health, presence metrics, and routing performance to drive data-informed decisions.
Detect anomalies like sudden drops in agent availability or spikes in unresolved tickets.
Instantly adjust strategies based on insights from PubNub Illuminate and PubNub Insights tools.
