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 –
The framework covers:
1. Omni-channel and AI guided interactions:
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.
Mid-scale omni-channel direct to consumer contact center for world’s largest global online marketplace
The client, a leading airline based in Asia, prides itself on unparalleled service to its customers across five continents.
The lack of digitization rendered the client’s processes ineffective with the existing tools and workflows.
