Delivering top-quality customer service in difficult times

The COVID-19 crisis and increased demand for remote work capabilities are driving the need for AI automation at an unprecedented rate. This article, in the context of customer engagement for enterprises, tries to highlight a completely elastic and scalable new way of delivering services over the traditional contact center.

The LAACS framework (Location-free, AI-augmented, Autonomous Compliance, Security) implemented in the Wipro HOLMES™ Remote Contact Center solution offers a quick-to-implement, straight out-of-the-box approach towards enabling contact centers to function in a secure and compliant service continuum. Catastrophic challenges like COVID-19 and climate change-related challenges are location-agnostic problems in themselves. These are not localized issues that can be addressed with a relocation strategy for the contact centers - which is commonly seen in BAU scenarios based on operating costs, margins, and resource availability. Massive global problems like COVID-19 require location-free solutions while ensuring that governance, compliance, risk management, and operational controls are not compromised.

At the same time, the speed of implementation and transition from on-premise to distributed and remote contact center models plays the most critical role during catastrophic scenarios. Therefore, if all the critical requirements of a functional and compliant remote contact center that serves the customers at expected efficiency and response levels are available as a bundled solution, it can quickly speed up successful transformations of contact centers. That's precisely the most time-relevant value proposition that the Wipro HOLMES™ Remote Contact Center solution enables now, through the LAACS framework.

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