INTERACTION MANAGEMENT TOOL

SLA improvement from days to hours

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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

Use cases: Underwriting, claims, invoice

TRANSFORMATION DELIVERED

 

BENEFITS