Contact Center Agent

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Contact center agent

In a world where there is an expectation to deliver customer service 24 x 7 – 365 days, contact centers play a significant role in making a successful global enterprise. With rapid changes in technology, customer expectations are evolving faster than brands can cater to. This is where cognitive technologies can usher in a new way for businesses to interact and transact with their customers.

KEY HIGHLIGHTS OF OUR AUTOMATION SOLUTIONS

  • Up to 70% customer service calls can be handled without agent-application interaction
  • Up to 25% reduction in AHT and improve FCR by 80%
  • Up to 80% tasks handled by desktop automation

Our intelligent automation solutions for contact centers are designed keeping in mind two important human persona of your business – your customers and your frontline staff – delivering a high-touch approach in an increasingly high-tech world.

  • One screen, one click navigation
  • ‘Hands-free interaction’ feature allows single screen navigation for your agents
  • Minimum text on UI, dynamic colour interface reflecting nature of caller,
  • Providing agents all information in less than 3 to 9 seconds to resolve customer issue
  • Seamless workflow and integration
  • Reduce AHT by 25 to 30% and improve FCR by at least 80%
  • Improve – CSAT, CES, NPS, ESAT, sales conversion
  • Contribute to influencer metrics – ESAT, AHT, FCR, customer wait time
  • Reduce training effort and cost by 60 to 80%
  • Eliminate the process waste from engagement touch points
  • Contain the metrics that affect, positive impact efficiency and effectiveness
  • Reduce frontliner onboarding, training and proficiency time