Contact Center Services

Today's customers use different ways to engage with companies – from traditional channels to digital to social media platforms. Offering a compelling omnichannel experience is not a requirement but need for survival. Companies seeking to gain competitive advantage must embark on delivering Omnichannel experience across the customer journey.

An Omnichannel Cloud Contact Center uses cloud-based contact center solution to unify communications and interactions with customers from multiple channels (Phone, Email, Chat, SMS, social media etc.).

Delivering Omnichannel Experiences Through:

Content center automation
Intelligent Routing and IVR
Hyper-advanced personalization using AI
Streamline e-commerce operations
Integrations with CRM & Open API

Real-time & historical analysis
Smart Automation – Chatbots, Voicebots & RPA
Unified view for agents
Advanced analytics
Quality Management

Contact Center Services

Contact Center

Enablement of new channels, voice, email, Chat, SMS, Social & Video
Advanced IVR capabilities, self-services, Text to Speech
Improvement for remote working agents
Security and architecture review

Duration – 2 Weeks

Quality Assurance

Team Collaboration
Ease of internal communication
Performance management for better staffing & efficient utilization
WFM/WFO for efficient staffing management
Surveys for customer feedback

Duration – 1 Week

Analytics

Speech analytics to identify opportunities, reduce risk and improve operational efficiencies
Customer experience data
Real-time sentiment analytics
Customizable dashboards

Duration – 2 Weeks