At Concentrix, we help you look at your CX challenges differently, to create innovative solutions that deliver exceptional experiences and drive better performance. Our unique, holistic, and outcome-focused approach helps your business work smarter and more efficiently and be better aligned for growth. We help you remain laser-focused on the end user while we steer you through the challenges of deploying a CX-friendly cloud-based contact center (CCaaS). We have solutions to fit every need.

Here are some common scenarios our customers find themselves in—are one of these you?

We’ve already deployed CCaaS with NLU, but we think it could be better.

Sounds like you could use a self-service CX tune-up! The Concentrix team will marry our CX expertise with your specific business knowledge to design a plan of action for improving your existing CCaaS NLU customer experience.

What you get:

• Review of all current KPIs, goals, other inputs, such as: UI specifications, intent guides, recorded calls, test data, your bot(s), documented methods and procedures, and your advisor call reason and disposition counts.
• Analysis of production data using Lex logs (and any additional logs) to determine how customers are interacting with your chatbot.
• Actionable recommendations to improve your customer experience, as measured by CSAT, NLU accuracy, containment, or any other performance metric of your choosing.

Follow-on service:we can help you implement any or all of the recommendations that you decide to adopt as part of your self-service experience.

We’ve already deployed CCaaS, but we haven’t deployed NLU yet and would like to.

In that case, you need our self-service CX Conversation offer. Going conversational requires expertise in NLU model creation and a user interface that takes advantage of what NLU has to offer.

Using as many of the project inputs listed in our CX tune-up service as possible, we will provide you with:

• New user interface specification that documents the end user experience and relevant details.
• Intent guide that documents the utterances, slots, and intents that define the NLU. We’ll work with your development and test staff to ensure that our shared vision gets executed according to plan.

But, what if you also need additional developers and testers to help bring your proposed experience to life? We can supply those, too. We can even give you test cases so you can execute user acceptance testing pain-free and get a conversational experience out in front of your end users ASAP.

We haven’t deployed anything! Help!!!

No problem—we’ve helped lots of clients with our Reimagine CX offer! In these situations, we don’t often have documentation to work from, so we’ll create a minimal end user experience with a scaffolding NLU.

• We’ll use this starting point experience to provide basic caller handling and routing, to collect data about end user behavior and needs, and jointly develop business cases, a backlog, and a sprint-over-sprint deployment plan.
• Then, we get to work layering on conversational self-service and NLU enhancements, starting with what’s most important to you and your end users. Or, let’s say you have a contact center that you want to move into Amazon Connect, along with all the documentation. No sweat, we can work with that, too!

What you get is a fully-functional contact center in the cloud with:

• UI spec
• Intent guide
• Test cases, so that all stakeholders have visibility into what we’ve co-created.

Don’t see your company in one of the above scenarios? No problem! Our experts are ready to design an action plan to meet your specific business needs.

Contact us to talk about your needs and how we can help create an amazing experience for your customers.