CUSTOMER EXPERIENCE ORIENTED SOLUTIONS

PERSONALIZED EXPERIENCES

Potential customer enquiries can come from anywhere. Being truly effective means enabling customers to connect the way they want, when they want, and from where they want. Existing customers must be identified and any new customers must be profiled. And, all customer data across all media channels should be retained for the entire duration of the customer relationship.

QUICK RESPONSE TIMES

The digital customer experience has no room for delay customer experience has no room for delay. Speed, accuracy, and timeliness of the initial interaction are paramount and all media must offer appropriate self-service capabilities. Bottlenecks should be eliminated. And, forecasting tools should be used to help managers optimize the workforce with the most productive and efficient agent.

EMPOWER YOUR AGENTS

– Seamless integration with remote agents, CRM, chat/ presence engines & other business processes
– Unified communications capabilities to resolve customer queries by empowering agents to instantly locate, message or conference-in subject matter experts for immediate answers
– Mobile solutions to allow agents & supervisors to work remotely
– Analytics & reporting to enable rootcause analysis & improve future processes
– Work force management solutions to help predict call volumes & optimize resourcing