Contact center modernization helps enterprises improve scalability, productivity, and customer experiences. It is mission critical for businesses to invest on customer retention and customer engagement to have sustainable revenue growth. Deep insights are required to sustain customers and improve services. These insights can be driven from past customer behavior and current needs. However without collecting sufficient data real time it is impossible to create meaningful insights for personalization, self-service, and assist agents for faster decisions.

  • Deploy Multi-Channel digital capabilities to reduce resolution time and Unclog the call lines
  • Use cloud based cognitive capabilities for real time analysis of interactions
  • Integrate contact centre solutions with digital technologies like advanced analytics, Artificial Intelligence (AI), and Chatbot
  • Empower agents with intelligent insights and a unified/ universal desktop to enhance efficiency
  • Manage customer journeys and optimize their experiences to improve satisfaction
  • Build efficiencies within your contact center to lower costs
  • Reduce employee churn and improve upselling opportunities and customer acquisition metrics to fuel growth
  • Give managers the ability to adjust and empower agents with relevant information and integrated processes to engage employees

We leverage your existing investments in network, infrastructure, platforms, and applications to provide compelling solutions to customers and agents, improving C-SAT, NPS, and agent productivity. Digitize your customer engagement with Sensiple solutions and drive revenue growth.

  • Multi-Channel engagement platform
  • ACD, Visual IVR, Cognitive call routing
  • Chat, Social media, Messaging, Screen share
  • Speech to Text (E.g. Call Summary)
  • Integration with Ticketing, CRM, HRIS, & ERP
  • Customizable Agent Canvas or App store
  • Intelligent Call Routing (ICR)
    • Right Agent based on C2Q
    • Auto assign to SME, RM, Supervisor, Manager
    • ICR based on Profile (static) and C2Q (dynamic)
Outcomes
Improve C-SAT, NPS, Agent productivity with visualizations and insights

Improve C-SAT, NPS, Agent productivity with visualizations and insights

Cross sell and up sell with real time insights

Cross sell and up sell with real time insights

Reduce AHT, AQT, Abandonment with cognitive services

Reduce AHT, AQT, Abandonment with cognitive services

Provide omnichannel, self-service, assisted, engaged and personalized resolutions

Provide omnichannel, self-service, assisted, engaged and personalized resolutions

Reduce cost of operations per service

Reduce cost of operations per service

Increase sales and revenues with real-time recommendations

Increase sales and revenues with real-time recommendations

Reduce time taken by agents to write call summary with Speech to Text functionality

Reduce time taken by agents to write call summary with Speech to Text functionality

Accelerators
CRM Integration experience

CRM Integration experience

Customer experience solution design

Customer experience solution design

Basic NLP powered bots on Microsoft

Basic NLP powered bots on Microsoft

Basic NLP powered bots on AWS

Basic NLP powered bots on AWS

If you’re looking for technology enablement? Let us know.

Transform your business challenges into opportunity through innovation & technology. Reach us to schedule your appointment now.

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