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Personalize experiences, modernize case management while orchestrating customer journeys.
Customer delight is not always about providing the right information, tools and technologies for customers. It has to be a holistic approach where the customer service agent has similar information made available to serve the customers better. The expectations are quite demanding and high. Despite the fact that it is a high stakes game, the traditional systems/ technologies fall short or are unable to deliver. As per Forrester 2021 reports:
74% of contact center agents are using four or more applications during a typical interaction
56% of contact centers do not have adequate technology to meet customer needs
55% of contact centers do not have the collaboration tools necessary to help resolve customer questions
53% of contact centers do not have proper visibility of information to help agents understand the customer context
Customer service industry is experiencing high turnover amongst agents, integrating and maintaining multiple point solutions, handling multiple shifts and handover, agents lacking full visibility of customers and their queries. Most importantly, companies need to reduce the operational costs and still maintain the similar levels of customer satisfaction.
An integrated omni channel platform enables the organization to deliver a seamless customer experience. It also modernizes service delivery and improves agent productivity with accessible and relevant enterprise-wide knowledge management. It enables 24/7 support with self-service portals and AI-powered chatbots, activation of virtual interactions across voice, chat, social media, and email.
The intelligent Self Service module enables customers to engage on their own terms and free up agents for higher value work with 24/7 self-service portals and AI-powered chatbots.
The integrated platform leverages holistic customer interaction data to deliver personalized experiences with case management modernization, hyper-personalize customer journeys with a 360-degree understanding of the customer with customer journey orchestration.
-Husni Qalalwa, RAK E-Government Project Manager
RAKTA
Intertec helps UAE RAK Transport Authority Lift its Customer Service to New Heights via Microsoft Dynamics
Looking to elevate your customer experience? Get in touch for a free consultation!
UAE: +971-4-4479444
KSA: +966-11-4729431
Oman: +968-24152301/302
Bahrain: +973-17-228070
Mumbai: +91-22-66923961/62
Bangalore: +91-80-25270619
Email: [email protected]
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