Provide your contact center’s manager a 360° view on the operational performance. Data sources commonly used are ACD, IVR, Dialers, CRM, Quality, WFM and others.
Increase efficiencies by deploying service automation. Chatbots are turning to be a key component in the digital transformation of contact centers.
Provide your contact center’s manager a 360° view on the operational performance. Data sources commonly used are ACD, IVR, Dialers, CRM, Quality, WFM and others.
Improve the quality and efficiency of your conversations
A solution design that will facilitate and maximize integration to achieve a consistent customer journey via voice, video and digital conversations
RPA, knowledgebases and chatbots implementation that transform service and upsell conversations to be aligned with business indicators
OMNICHANNEL
Eliminate the silos effects, create a consistent customer experience across all digital channels
Voice
Inbound/outbound conversations, IVR, Click2Call, callback, call recording, quality monitoring, and customer survey
Video
Private banking, security services, road assistance, online shopping, deaf services, vacations booking, and medical assistance
Webform, Email2Case, auto-reply, orders confirmation, delivery notifications, email surveys, class actions, and campaigns
Digital
Facebook, Twitter, Messenger, WhatsApp, SMS, Mobile Apps, Info/transactional kiosks, and terminals
SERVICE AUTOMATION
Deploy artificial intelligence and chatbot solutions to reduce costs, extend service hours, and meet customer preferences
FAQ Self-managed knowledgebase enabling instant responses to frequent asked questions, in any language
Self-Service Fully integrated solution to enable order status, case notification, password reset, and payments confirmation
Handoff Handoff to the right agent when the Bot conversation or transaction reached its limit and require human handling
NLP Conversational design relying on Natural Language Processing to enable customers to present open questions and be guided easily
Examples of services deployed for different industries
eCommerce
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Retrieve pricing
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Provide product info
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Promote offers
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Schedule deliveries
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Provide shipment info
Healthcare
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Visits scheduling
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Monitoring/notifications
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Lab results
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Payment reminders
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Hospitalisation info
Security
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Identification
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Access control
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IOT management
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Interventions
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Emergency FAQs
ANALYTICS
Customizable reports and dashboards to give you powerful business insights from both voice and digital channels
KPIs
Solution is designed and built to enable direct mapping of contact centre activities against relevant business indicators
Reports
Historical and intraday reports are generated and distributed to agents, business owners, and operational leaders
Dashboard
Realtime dashboards to optimize tasks distribution and reduce bottlenecks to meet SLAs
Alerts
Alerts are issued to ensure proactive remedy to service failures at customer touchpoints