Contact-less Contact Centers drive next level customer experience
Traditionally, contact centers employees have been tethered to a physical office location with limited mobility and high dependency on a fixed hardware setup. The Wipro HOLMES™ Remote Digital Contact Center solution empowers organizations with a fully operational contact center that can be accessed from virtually anywhere. Powered by AWS AI services, contact center agents, supervisors, managers, and administrators can accomplish all their daily tasks from home. It helps agents in receiving inbound calls, making outbound ones and managing chat interactions; supervisors in monitoring and coaching agents in real time; and managers in viewing dashboards, running reports, monitoring service levels, listening to call recordings, and tracking overall contact center performance – all while working from home. Enabling easy contact center scalability, organizations can now several agents during peak business cycles and scale down without having to worry about agent seat licensing. The omni-channel Cloud-based contact center solution doesn’t require any additional configuration and provides a digital user experience through self-help, self-heal and self-remediation of queries with the option of seamless call transfer to agents.