To complement our CX strategy and vision, we have designed a framework which will help enterprises and businesses to make a swift, insight-informed decisions to enhance their contact center operations to achieve the following goals –
- Enhance modes of communication and shift to digital channels
- Enable remote workers with necessary tools and secure networks
- Deliver highly personalized, seamless service and self-service options
- Resiliency across IT & Network operations
The framework covers:
1. Omni-channel and AI guided interactions:
- An integrated Omni-channel customer experience hub
- Putting AI first - Leverage AI to enhance customer support experiences across all customer touchpoints. For example, Conversational IVR, Speech Analytics etc.
- Self-service - To provide customer support without agent and deflect volume and drive greater customer satisfaction
2. Improve Agent experience: Empowering agents with a Unified agent desktop, which brings in a holistic understanding of interactions and insights, providing an integrated view of the customer to help agents address customer queries seamlessly and faster than before leading to superior agent as well as customer experience.
3. Power of Data: Data is powerful medium to create a holistic understanding of customer’s interactions, needs and affinities, buying behavior and thus, enable an integrated 360 degree view of the customer. This will help drive –
a. Drive a lead scoring and campaign management to identify the right target groups and delivering the right campaigns
b. Drive a cross sell / up sell through next best offer and customer life time value along with better brand positioning, customer retention and managing social reputation
4. Security - safety in the digital world holds utmost importance. We help address contact center security and resilience via Multi Factor Authentication (MFA), Robust Identity & Access management
We have around 20 years of Industry Experience and 40,000 employees working in Customer Service and around 150+ clients in the CX portfolio.