Accelerate your automation goals
Intelligent Voice Virtual Assistants (IVAs)
Leverage the power of Advanced Speech Recognition (ASR) and Text-to-Speech (TTS) IVR technologies to better understand customer intent first up and use AI to intelligently route customers to the right channel or agent that has the best chance of first contact resolution. Understand the strategies customers deploy to be successful.
Deploy conversational AI chatbots quickly on your website and B2C mobile apps to drive containment and self-serve channels that integrate with your CRM and knowledge management systems to power more advanced customer intent use cases. Learn how you can set up a world-class Center of Excellence (CoE) that can manage development and allows you to control the cost levers for a profitable digital automation program.
Customers expect brands to adapt to their ever-changing needs - and that includes their communication habits. This suggests that you are able to interact with customers on their favorite social channels: WhatsApp, Instagram, Facebook Messenger, Twitter, etc. Convenience is also important, and the concept of asynchronous messaging ("message me on timing, not yours") becomes a key part of the customer journey. Find out how we've done this for a major Telecom and Healthcare provider.
Some of the biggest challenges with investments in Intelligent/Hyper and Robotic Process Automation (RPA) technologies are decisions on the right use cases, business cases, and integrating with existing or future tech stacks. Intelligent Bots can provide both stop-gap and long-term solutions to the lack of readily available APIs in both mature and "spaghetti" application ecosystems. If you're thinking of a limited number of use cases or hundreds, we can help develop the strategy and program to streamline and deliver immediate benefits.
Contact Centers are starting to shift more effort and resources to enabling seamless employee experiences (EX) that drive first-contact resolution (FCR), Average Handle Time (AHT), and revenue-generating upsell/x-sell opportunities. Learn how brands are implementing tools such:
Cloud Contact Center Technology
Contact Center technologies are a significant investment that forms the underlying fabric of your customer service strategy. With advancements in cloud deployment models (CCaaS) and AI, customers are eager to benefit from the latest features but are often stuck with investments in existing on-premise tech stacks or long-term contract commitments. We can help you navigate these decisions, from RFP and vendor selection to implementation and large-scale geographical migrations. Key technologies:
Quality Management (Call and Screen Recording)