SOLUTIONS

Self Service

Adapting to the needs
of your customers

MODERN CUSTOMERS REQUIRE MODERN TECHNOLOGY

Customers now value speed above all other factors relating to customer experience

67% of customers prefer self-service over speaking to a company representative.

- Zendesk

Customer demands evolve at a rapid pace, propelled by an emergence of innovative technologies that provide faster and easier interactions.

Self Service allows your company to provide instant contactless assistance to your customers through the use of intelligent technologies such as Voice Biometrics, Behavioural Analytics and Natural Language Processing (NLP). Ensuring round the clock support to your customers when your live agents are offline or busy with priority calls.

Offerings

Ensure round the clock support to your customers when your live agents are offline or busy with priority calls

Voice Biometrics

Security should always be a top priority for your business. Whether it’s a contact centre protecting valuable customer data or keeping business data private, traditional knowledge-based authentication methods such as PINs and caller ID are failing as fraudsters become more evolved. Your business can leverage Voice biometrics software to identify your customers through their unique voiceprint. Verifying your callers in real-time passively, without requiring a password, makes authentication faster, easier, and more secure.

Behavioural Analytics

Behavioural Analytics (BA) allows you to meet changing customer demands by capturing and analyzing data from customer and employee interactions, employee desktop usage and contextual information. BA predicts future trends, deduces customer need and interest, and allows you to direct your customers to targeted content. BA also tracks and monitors behavior of users, IP addresses and devices in an enterprise. Anomalous behavior is automatically detected using machine learning algorithms. Such anomalous behavior indicative of potentially malicious activity is alerted to analysts with relevant contextual information for further investigation and action.

Natural Language Processing

Natural Language Processing (NLP) is a branch of AI that allows software and computer systems to analyze, understand and act upon requests and information through normal human language. Leveraged as an all-in-one Self Service option for your customers, it allows seamless, end-to-end conversational experiences across all channels. Change the way you identify and authenticate legitimate users and help identify potentially malicious activity. Combining biometrics with conversational IVR fully automates the identification, and multi-factor authentication, of users. Working with leading-edge companies such as Omilia, Verint, Amelia AI, Nuance, and Pindrop, we design and implement solutions that integrate seamlessly with your current and targeted technologies.

AUTHENTICATE AND SERVE YOUR CUSTOMERS WITH EASE

Our Self Service technologies provide a heightened level of security for your business and customers, with customers able to securely authenticate themselves while the intelligent technology protects sensitive customer or business data.

Get in touch to find out more about our Self Service capabilities.

Customer Experience

Microsoft Nuance Partnership

Contact Center & CCaaS

Agent Engagement

Google CCAI

Contact Center Outsourcing

Technical Assurance Testing

Amazon Connect