CUSTOMER EXPERIENCE IS THE KEY

Omnichannel

Tailor your communication to individual customer needs through true omnichannel – all communication channels can be used, e.g. video, social media, SMS, voice.

CRM

In CRM you have all the information available from a single place. The merging of all business applications allows the contact centre to manage key areas comprehensively from a central system. Interactions are always recorded for later analyses as required.

CRM

Analytics

You are able to process all interactions, define trends, identify key topics, and detect any communication problems or new business opportunities early on. Real-time analytics will allow you to create super agents – agents receive the required information as they communicate with the customer, and when combined with automation, they are able to conduct specific actions further down the line. With AI, you can specify a data request using natural language.

Millada

AI

AI has become an essential part of our lives. It gives you the edge of 24/7, taking the burden of repetitive questions off the operators. You can handle simple requests from the client’s/requestor’s perspective. You’ll be able to identify the client’s request and help the agent find the answer through AI. You will be able to translate it in real time. From the voicebot’s point of view, the request is stated using a natural language.

Workforce

Workforce ensures that the quality of service and customer experience is continuously improved. It streamlines the contact centre operation.

It’s key functionalities include shift planning, e-learning tool integration, and operator performance evaluation overview.

CPaaS

CPaaS is an extension of omnichannel and offers direct integration of scalable cloud-based communication services in real time. It helps your business grow.

The main benefit is a unified connection between your business applications and your clients (customers). Clients can use digital channels according to their own preferences (SMS, RCS, WhatsApp, web, etc.). Integration of business applications and systems is faster and more efficient.

Customer experience

Why should we strive to enhance the customer experience? It’s simple. A positive experience leads to repeat purchases. In contrast, with a negative experience the customer is inclined to change brands immediately, even if it had been their preferred brand. That is why companies should strive to accommodate customers and communicate with them through the channels they prefer. If the AI is not able to provide the information required by the customer, an effective communication with the back office, i.e. a live operator, should be established immediately.

Contact center videos

In the following videos from the contact center, you can listen to an interview between two experts Marcel Vejmelka, Business Consultant from Soitron and Jaroslav Martan, CSE from Cisco. In the interview, they address topics such as employee experience and technological support for operating contact centers. They are debating the deployment of artificial intelligence in the contact center. They explain what the so-called universal harness for artificial intelligence is and how the technology we call Agent Assist helps. Together, they also open the question of cloud or on-premise.

Read more

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Digitalisation of financial services in ESSOX with Virtual Assistant Emma

Case study

The new Video Banker service

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