Unlocking your CXM
GenAI-driven, powered by human expertise.
Unlocking the full potential of CX management
Discover the intelligent customer service model designed to evolve with your business, seamlessly integrating AI-driven technologies, human expertise, and data insights
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DATA DRIVEN AND PROCESS DRIVEN
We redesign and optimize CS processes by leveraging AI and data insights from omnichannel conversations. Each customer interaction contributes to constantly evolving service, marketing and sales, refining our ability to meet and exceed expectations with tailored, quick and insightful responses.
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END-TO-END CONTROL
We automate quality assurance processes to provide precise and comprehensive monitoring, ensuring full visibility and data-driven decision-making across all stages—from agent onboarding to care and sales management, as well as personalized training.
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EVER-EVOLVING SERVICE
With our fast prototyping approach, we continuously refine and optimize processes, transforming customer operations into a dynamic, adaptable service that evolves with customer needs. This approach enhances performance and customer experience over time, contributing to the service's constant evolution.
Achieving peak performance with GenAI
Automated end-to-end quality monitoring
We transform and enhance customer service processes by harnessing AI and data-driven insights from every interaction. Automated scorecards ensure adherence to quality standards like courtesy and objection handling, while enhanced NPS analysis and agent ranking identify best practices and address inefficiencies. Near-real-time reporting clusters and summarizes calls by reason, outcome, sentiment, and more, providing actionable insights to refine and elevate service quality continuously.
Deeper customer understanding: driving caring and sales effectiveness
AI real-time suggestions and near real-time analysis from an enriched Knowledge Base assist agents in managing both caring and outbound sales conversations, making interactions faster and more effective, no matter the language or complexity. We analyze conversations capturing subtle cues like indirect statements and emotions for a deeper understanding of customer needs.
Agent's upskilling and personalized training path
By automating the onboarding process, we accelerate training effectiveness and learning curve. Virtual coaching provides agents with personalized training through a dedicated area featuring structured feedback, improvement suggestions, and tailored e-learning content. With tools like a KB helper, training tutor, quizzes, and a training gym, agents have continuous access to resources that enhance skills in a personalized growing path.
Actionable data insights to empower marketing and sales
With advanced AI, we distill large volumes of data from omnichannel conversations into concise summaries, categorizing interactions by brand, offer, or other key metrics. These insights not only enhance service processes but also empower marketing and sales teams to achieve better results through data-driven decision-making.
Strategy and tech integration
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From strategy to implementation, we design efficient, customer-focused service processes through in-depth assessments, identification of key intervention areas aligned with strategic OKRs, and pilots to validate benefits. This ensures scalable, adaptable service management that remains in continuous development.
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We are committed to aligning your business with the most effective multilingual omnichannel solutions by leveraging best-of-breed technological platforms powered by AI. Our approach begins with a comprehensive assessment of your existing technology landscape, followed by the design of tailored strategies to enhance performance, scalability, and adaptability.
Borderless approach: onshore and nearshore service
With our regional and multilingual hubs, you can efficiently serve diverse regions while addressing their unique cultural nuances—all from a centralized location. This borderless approach ensures unwavering quality and consistency while empowering brands to scale with a strong focus on staying close to their valued customers.
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Languagenius
The multitasking AI solution to supercharge your Customer Service.
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TalkActive
Our conversational IVR platform automates voice calls providing human-like conversational experiences.
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Botshelf
All the GenAI-BOTs you need to hyperautomate your business.
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Chattrix
Our simple, scalable, and AI-supported cross-channel platform.
