TRADITIONAL CONTACT CENTRE
Recently most call/contact centres operate in traditional model heavily using human resources for customer interactions. Contact centres address recent issues by improvements such as lean optimization or operational excellence however these conservative ways have limited potential.
- Low level of digitization causes high demand for human resources
- Lack of qualified resources
- High attrition of human resources
- Inability to cover unpredictable peaks
Low Customer Experience
- Long waiting times for operators
- Limited or no support during weekends and non-business hours
- Old legacy technology (customers must push buttons on their phones)
Limited Sales Potential
- Old prediction models does not allow call center agents to identify most valuable customers
- Sales results are limited by number and skills of human call center agents
DIGITAL CONTACT CENTRE
Our concept address all above mentioned pain points. The concept is split into two sub-domains: handle customer interaction effectively if a customer decided to contact the call centre and avoid unnecessary customer interactions.
DECREASE OPERATING COSTS by deflection of customer care interactions to automated solutions.
Virtual Assistants can automatically handle routine care transactions.
Increase customer experience by HIGHLY SCALABLE CONTACT CENTER OPERATING 24x7 with CLOSE TO ZERO WAITING TIMES.
Unexpected peaks can be handled by virtual assistants (e.g. massive outages , strikes in airports, etc).
Identify customers with top sales potential and INVEST PART OF SAVING INTO INDIVIDUAL APPROACH.
Direct routing to top sales agents with best sales conversion.
Time to Market
We deliver results quickly and iterativelly. Get your prototype within two weeks at minimum costs
High Success Rate
Tailored neural network models a confusion matrices achieve higher success rate than general models
Quick customization of our product for specific client needs and easy integration to any systems
Support of a variety of local as well as major languages (e.g. tailored engine for Slavic Languages)
Our conversation engine can speak or chat with graphical elements on any communication channel
Graphical analytical tools help you to know your actual performance and success rates
Visual conversation designer allows you to design, train and enhance your chatbots without IT knowledge
On Premise or Cloud
Our solution can run on your infrastructure or in cloud. We scale licence cost to each client needs