Your customers prefer efficient, easy-to-use digital self-service options whenever possible. However, everyone understands that unexpected use cases and external events may require customers to talk to a knowledgeable and empathetic human agent to resolve their unique customer service challenge. Innovative brands understand that failure to provide the human touch to resolve these special situations will significantly damage an organization’s reputation and cause a loss of trust with its users. However, standing up a contact center to address these needs can be costly and overwhelming for an organization.
To help our clients address the need for live representatives, we design and rapidly implement cost-effective, intelligent contact centers that allow your customers to communicate with you using the channel of their choice. To do this, we specialize in leading omni-channel cloud-based solutions from NICE inContact and Genesys. These proven products seamlessly integrate inbound/outbound telephony, natural language IVR, advanced call routing, SMS, email, chat, chatbots, and leading CRM platforms into a unified customer experience for an outstanding unified experience. In addition, we are experts at providing qualified, highly skilled, 24-hour contact center staff to meet our client’s needs, including challenging skill sets such as multi-lingual, health experts, counselors, or IT service desk.
Our Capabilities Include:
- Contact Center Operations
- Workforce Optimization
- PMO Services
- Quality Monitoring & Voice Analytics
- Citizen Self-Service Strategy & Development
- Artificial Agent Optimization
Our customer-centric approach to building contact center solutions is rooted in understanding users’ needs, identifying opportunities to improve the services provided to them, and aligning those opportunities to our client’s unique capabilities. We consider how users will interact with our client’s services and products and the logic and data needed to underpin these interactions to create stellar customer experiences. This approach ensures that the goals of both the user and our client are achieved.
We have had tremendous success delivering contact center solutions representing a broad spectrum of technology and staffing needs. This experience ensures that our solutions can fit almost any use case.
World-class technology partnerships and platforms power our digital solutions.