We'll audit your conversations from a customer perspective, bringing in a fresh pair of eyes and ears to review how it feels to engage and interact. With over 350 global clients, you'll benefit from our expertise and industry knowledge, meaning that we add value from day one. Our CDI-qualified...
This service is based on two automated processes for data ingestion and processing: a Batch process for historical data and a Streaming process for real-time data. These automated processes allow the movement of data from the Genesys Cloud platform through a data pipeline hosted on AWS to a...
Customer expectations today have never been higher. And with products and services commoditising so rapidly, customer experience is one of the few remaining battlegrounds for differentiation. Recent advancements in artificial intelligence technologies are helping operators to respond faster and...
Amazon Connect Cases, a feature of Amazon Connect, allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. Agents can document customer issues with all the relevant case details, such as date/time opened, issue...
U-Self Serve provides partial or end-to-end self-service. The intelligent virtual assistant can verify callers, answer questions, understand customers intents and automate issue resolution via voice and chat channels. These capabilities are made possible by using NLP, RPA, and a knowledge bot which...
Ivinex is a cloud-based SaaS platform designed to provide users from all over the world with easy access to lead management, support tickets, and CRM data. Our innovative Script Pop technology enables agents to access real-time customer data during calls, resulting in a more efficient and...
Consilium's Managed Services team provides end-to-end support for your entire Amazon Connect infrastructure. Support services can include: Contact Flows (Voice and Chat/Messaging) Queues & Routing Profiles Phone Numbers Case Management Forecasting, Capacity Planning & Scheduling Apple Messages for...
CALM is able to encode all transcripts and use machine learning to understand context – from there it synthesises all paths taken by your agents to answer a call From these conversation maps we are able to identify the most effective “happy path”, note points that need improvement and better agent...
Overview At Byte, we offer technologies and processes that enable organisations to modernise the way their people work and collaborate, both internally and with customers. We understand customer experience solutions and can help you design, implement, and maintain a contact centre that truly...
Alida believes in a world where customers are respected as the ultimate source of truth. Because knowing the whole truth about your customers (even the parts that are hard to hear) can help companies make better decisions that drive long-term customer loyalty and growth. That's why Alida created...
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