INTERACTION MANAGEMENT TOOL

SLA improvement from days to hours

SOLUTION HIGHLIGHTS

A multi-channel enabled interaction management platform provides customers with a 360° view across interactions with the ability to handle varying workflows, improve workforce efficiency, implement timelines, and provide scalable solutions. Features include:

• A mobile-enabled interaction management solution
• Multi-channel interaction management over call, chatBOT, email, SMS, social media, and a mobile app
• Automatic case creation using text analysis and NLP
• A configurable workflow layer using a drag and drop feature
• An interactive 360° customer view
• Configurable service queues, interaction categories, and sub categories
• Enabled auto assignment, TAT & escalation management
• Quick communication over SMS & email
• Automated triggers for customer communications from workflow
• Creative, out of the box dashboards, and a drag and drop facility to create reports
• Innovative drag and drop screen definitions

TRANSFORMATION DELIVERED

Significant Automation of Interaction Management

Automatic SLA Management

Configurable Workflow

Enterprise Level Scalable Solution

Productivity Monitoring, MIS & Dashboards

Quick Implementation Cycle

BENEFITS

25-30 Percent Workforce Efficiency Improvement

Automation Driven Queue and Work Item Management

Implementation Cycles Reduced From Nearly a Year to Few Months/Weeks

Automated MIS Delivery