Infrastructure Services
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- Inteligent IVR
- Interaction Processing Services
- Front-end Services
- Information Insight & Reporting Services
Inteligent IVR
(“foundation for state of the art Self-Services and automatic voice enabled solutions”)
Intelligent IVR is unique in its ability to understand voice dialog content based on the concepts, rather than specific words, it contains. In this way, intelligent IVR can extract the meaning of any conversation and make intuitive associations with other conversations, documents or any other form of data and channel this related content to where it is needed, or likewise route calls to the most appropriate end point.
The infrastructure of intelligent IVR can form an accurate understanding of a customer’s query in real-time and respond dynamically and intelligently, routing calls and bringing back useful results. This eliminates the problems associated with using automated response systems, for both customers and businesses.
Interaction Processing Services
(“foundation for flexible, consistent and efficient Interaction Processing Services handling of all inbound and outbound interactions be it chat, email, sms or voice”)
Our unified interactions processing infrastructure offers a foundation for flexible and comprehensive routing that allows us to handle customer interactions of any media type based on real-time statistics, customer-stored data, or customer-defined business rules. Here is the short list of supporting interaction handling scenarios:
- Data-driven
- Meaning based
- Skills-based according to agent-profile
- Agent-level based (last agent/relationship-based)
- Service level based
- Multimedia based
- Workforce Routing based
- Least Occupied Agent based
Front-End Services
("foundation for Front-end Supporting Services delivering real-time information and knowledgeable customer insight at the point of interaction be it marketing, sales, service or customer care”)
Our knowledgable real-time infrastructure technology gives customer service and sales representatives easy, efficient and quick access to all the information they need to answer the customer request on the phone or via email and achieve resolution the first time.
Information Insight & Reprting Services
(„foundation for Information Insight & Reporting Services delivering customer related business insight from contact centre interactions“)
Ability to understand customer intentions. By discovering the meaning of thousands of unstructured and semi-structured telephony, email or web-based interaction. We can unleash the strategic business information. We can analyze not only „what happened“ but help to understand „why it happen“ and „what is likely to happen“. Ability to provide this insight in real-time manner dramatically shortens the time you get important indications from the market and more importantly directly from your customers thanks to our contact centre infrastructure.
Insight from customer interactions can help you in:
- Identifing missed opportunities or wrong type of service being offered
- Monitoring supply chain/contractor satisfaction
- Understanding Customer Retention / Churn drivers
- Uncovering the potential of customer refering competitive products and solutions
- Understanding company reputation and customer experience drivers
- Identify operational gaps for improvement
Understand potential future risk and mitigate the