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

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RPA, knowledgebases and chatbots implementation that transform service and upsell conversations to be aligned with business indicators

A 360° view on your operational performance and your customers' experience through consolidated reports and actionable dashboards

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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

Email

 

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

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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 

  • Retrieve pricing

  • Provide product info

  • Promote offers

  • Schedule deliveries

  • Provide shipment info

Healthcare

  • Visits scheduling

  • Monitoring/notifications

  • Lab results

  • Payment reminders

  • Hospitalisation info

Security

  • Identification

  • Access control

  • IOT management

  • Interventions

  • 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

About

comways is engaged in the most fascinating area of businesses that care about their customers’ happiness. 
We provide and integrate best-of-breed in-cloud or on-premise contact center solutions to leading companies across Europe.  We are committed to improving the quality of conversations between customers and organizations.

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