MULTICHANNEL CONTACT CENTER

The conversation with your customer.

To help you build the best possible communication experience with your customers, we can offer our consolidated expertise and know-how in deployment of the leading contact center technologies, backed up by partnerships with the major vendors in this field: Avaya, Aspect, H-Care, Envox, Nuance, HP, Genesys, Opera Net Center.

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WHAT MAKES US DIFFERENT

CROSS-CHANNEL INTEGRATION

Our solutions use multiple tools to interact with customers across different channels, with an architecture that provides a single centralized “customer view” dashboard. The goal is to coordinate and supervise inbound and outbound communications through a unified integration platform, able to handle and merge traditional and new-generation channels (VOICE, SMS, WEB, CHAT, MAIL/FAX, MOBILE, SOCIAL). This lets users freely choose their preferred communication channel, without any information being lost.

AUTOMATED AND SELF-SERVICE SYSTEMS

A “customer-care” service delivered in self-service mode is able to respond effectively to users without need for a live operator, thanks to automated systems based on semantic engines, voice recognition, virtual assistants, and text-to-speech capabilities. Through this approach, customer care can operate 24/7, giving users more extensive support and a better experience, while reducing the total cost of ownership for your company.

CUSTOMER CENTRIC – BUILT AROUND THE CUSTOMER

Letting users choose whichever channel they prefer to interact with your company is positively perceived as a “customer centric” and responsive approach. Also, extending the support offered to users through multiple information-delivery channels and automated and self-service options enables users to request information with zero wait times and very rapid responses, thus boosting customer satisfaction.

INTEGRATION WITH ENTERPRISE SYSTEMS

Our solutions can be readily integrated with your company’s pre-existing IT (CTI phone system, SMS gateway, etc.), front-end (websites, mobile apps, LMS, etc.), and backend systems (CRM, billing, back-office, etc.), to extract from these all the necessary data for optimally interacting with customers and responding to their needs.

SOLUTION

How company and users interact each other.

  1. The user makes a request through one of the communication-interaction channels
  2. The request is understood and interpreted by the system through sophisticated technologies such as voice and semantic recognition
  3. Business processes and rules are applied to compose the most appropriate response for that specific query
  4. The system responds to the user using the same communication channel on which the request was received
  5. If the response does not satisfy the user, the interaction can be escalated to involve a human operator.

METHOD

How we build your conversation with the customer.

Behavior rules

Based on your company’s business logic, we define behavior rules for inbound and outbound communication flows with users; this makes it possible to manage cross-channel routing of interactions within business processes, and to readily monitor the dynamics of interactions with users.

Semantic and voice recognition

The “semantic engine” is a sophisticated technology that has the ability to interpret a user’s requests through voice and semantic recognition, enter into a conversation with that user, and provide specific answers to the user’s questions by conducting targeted searches in its own “knowledge base”. To further enhance the self-service function, the semantic engine can be trained to continually fine tune its interaction capabilities by categorizing content and generating answers to semantically similar questions frequently asked by users.

MULTI-CHANNEL

Multiple ways of interaction.

VOICE Channel

The voice channel is the one most widely and commonly used for user-company interactions, and takes the form of automated IVR systems for self-service information delivery that can dynamically and proactively respond to customers in a manner personalized to their user profile, thanks to integration with ERP/CRM systems for identifying users. It provides information and interacts through voice recognition and/or DTMF tones.

SMS and MAIL channel

Our solutions are able to automatically compose personalized text messages based on a user’s profile and specific request. Automation of this channel enables the management of inbound and outbound campaigns, and conversations with users can be managed in-channel with the possibility of escalation to the voice or web channel.

WEBCHAT Channel

The web channel enables your company to offer customer care in self-service mode, through tools for interacting with a digital assistant. Conversations with users happen over a web chat with a virtual or human operator, to provide a live and real-time interaction. The web chat leverages the semantic engine’s capabilities to manage the conversation is a fully automated manner, independently of the support team, and has the ability to extend the service with escalation to other channels.

MOBILE Channel

To further enhance your users’ experience by extending it to new-generation media, our solutions support the provision of customer self-care through mobile apps (both native and web-based) to take advantage of the latest generation of mobile devices as a support and marketing channel. Using a mobile app enables customers to access all the information associated with their profiles and initiate conversations using the interaction tools provided by this channel.

SOCIAL Channel

Our solutions support automation of the social channel (Twitter, Facebook, Skype, Whatsapp) to synchronize it with the other channels and offer users an innovative and functional customer experience. Proactive conversations with users are managed in a similar way to those on the SMS channel, with profile verification against a database for recognizing users. Automation of customer support over the social channel is accomplished by screening the messages sent to one or more support service accounts and identifying the best response to give to the user.

HUMAN Operator

Interactions initiated on automated contact center channels can be escalated to involve a live operator, who will then directly handle the customer-care interaction, providing support and information, collecting information and data, and proactively managing communication with the user.