Front2BackTM transformation creates the System of Engagement powered by System of Intelligence. Central to designing engagement is thinking through how to connect and engage with customers in real time. Towards this, Mphasis offers solutions targeted at tangible steps that enterprises typically need to take. These steps then also need to be tied with a larger reference framework that includes:
Customer data management solutions: Manages large datasets of customer information aggregated from internal and external data sources. Our solutions also allow enterprises to listen and aggregate streaming of real-time customer data.
Customer digital passport: Builds a customer identity and profile based on Mphasis cognitive modelling solutions.
Customer journey analytics: Provides a real-time view of all customer interactions and events stitched across channels and devices in the context of time. This journey context or Customer eXperience Context (CXC) enables humans or decision systems interacting with the user to be highly relevant and personalized. Experienced teams use customer journey mapping to envision the ideal/optimal journeys that users can take across channel properties. Journey analytics is used to unearth the actual journeys that users tread across channel properties. This insight is then used by experienced teams to validate and update journey maps and channel properties for the desired effect.
Journey event map: Provides a bird’s eye view of customer events across channels and devices in a timeline through a specialized user interface (UI) for sales/service agents. Each event displays associated metadata and analytics as per the Customer Experience Event Model.
Decision management services: Enables organizations to make real-time engagement decisions.
Real-time interaction management solutions: Integrates into customer touchpoints to ensure seamless engagement.