• Contact Center

It has become imperative for contact centers to capture single view of customer’s engagements, ensure consistent customer experience across channels, offer proactive issue resolutions, maximize agent productivity, increase customer loyalty and retention and generate business growth.

ISYX Technologies Contact Center Solution combines game-changing technologies with proven BPO expertise. The result is superior customer experience management. Our solution is driven by multi-layered analytic’s that empowers contact center agents with personalized actionable recommendations to address various customer life cycle challenges and creates opportunities for new revenue growth.

Key features of the solution are:

  • Unified user interface, enabling faster and proactive issue resolution
  • Customer 360 degree data hub, enabling single view of end-user engagements and preferences
  • Comprehensive analytic’s-driven personalized Next Best Action engine to configure actions on churn, loyalty, proactive issue resolution, cross sell, up sell, etc.
  • Intelligent product and knowledge hub, enabling proactive knowledge management for improved agent productivity

Our customer relationship management services include a full range of contact center optimization services, including:

Contact center strategy-Helps formulate contact center strategies that support their overall business vision and leverage the contact center as a competitive differentiator.

Contact center consolidation strategy-Helps formulate consolidation efforts. It strategically sequences a definitive course for the organization, and helps to ensure overall implementation success.

Contact center diagnostic-Helps clients determine the gap between where their contact center and delivery channel operations and capabilities are today, and where they need to be in the future.

Self-service assessment-Helps our clients determine the most effective use of web-enabled technologies to support their contact center business needs.

Telephony integration assessment-Leverages any third-party technology infrastructure to automate contact center activities. Solution components include:

  • IVR
  • CTI
  • IPCC
  • Voice portals
  • Voice recognition
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