A contact center runs on people power. Behind the people are several technologies that make operations more effective, more efficient, and more conducive to memorable customer experiences. Innovation is more than developing new technologies, though we do that. It also includes process improvements that affect the customer experience and align with our clients’ business goals.
CX Innovation
Relies on getting ahead of shifts in consumer expectations and works on two fronts:
Training and process enhancement so that agents can deliver personalized service, and developing automation
Creating agent-assist tools to go beyond issue resolution and provide clients with insights about customer behavior and preferences
Combining the speed of artificial intelligence with the personalization that only a live agent can provide means service and support solutions that resolve issues, enhance retention, and make customer care a frontline strategy for connecting users to their preferred brands. Among our recent technological innovations are:
- eWFM Tool to support all new contact center outsourcing programs
- Customer Support Dashboard with leading and lagging performance indicators and drill-down capability to the program, team, and agent levels
- Customer Sentiment Analysis tool
- AI Agent Assist Tool
- Automated attrition dashboard with ZERO manual intervention, providing data updated to the last 24 hours
- Predictive Modelling framework using AI and ML to proactively address customer behavior such as churn events, propensity to buy, retention focus, etc.
These and other innovations are the work of a highly skilled roster of IT professionals whose collective technical
expertise that is uncommon among BPOs, delivering exceptional value to our clients and memorable experiences to
their customers.
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