Solutions

Applications and Tools

Access to the right information about end customers helps us to serve them better. In addition, employee’s productivity increases with the usage of tools and applications.

Knowledge Management

Knowledge Management

We help optimise information collection, and retrieval for organisations and allow customers and agents access to dynamic information. We have deployed Knowledge management (KM) for most of our clients, which is used for creating, sharing, using, and managing the knowledge and information on products and services allowing for more seamless interactions.

Work Force Management

Work Force Management

Our Work Force Management solutions leverage the existing workforce and maximize productivity during agent’s billable hours. By accurately scheduling resources for normal production or for special campaigns or high-volume peak periods, we ensure that the 500 million customers we serve all experience optimal service levels and achieve your KPIs.

Quality Management

Quality Management

We ensure fairness, transparency, and accuracy in Quality Management deliverables while utilizing automation to keep costs optimised to maintain SLA & CSAT criteria. The RCA and VOC capture translates customer feedback into effective gap elimination/error mitigating measures. We are an ISO 27001:2013 & 9001:2015 certified organisation, repeatedly maintaining our quality score of 90%.

Document Management Services

Document Management

With fast access to the right information through a Document Management system (DMS) that results in improved information management, our agents demonstrate a deep understanding of customers and their needs. We manage over 10 million forms/documents annually through the DMS

Unified Agent Desktop

Unified Agent Desktop

Your base applications are integrated into customer-friendly processes and sanctioned by tools that support our agents through all interactions. We help organisations to reduce training time and costs by up to 50%, all with an intuitive interface and a quick setup.

CRM Applications

CRM Applications

We help organisations realign their strategy around their customers by identifying the most valuable customers and understand their lifetime values. We have deployed CRM systems for our clients that manages their customers, partners, and prospect's information all in one place.

Mobile Applications

Mobile Applications

We help organisations offer their customers a variety of choices on how they can communicate and simplify the communication process. We have deployed mobile apps for our clients that run on a mobile device such as a phone/tablet or watch. Users can download the app and manage their company accounts through the application.

Enhanced customer experience is the key to success.

Customer experience (CX) is defined as the addition of experiences that customers/users have during the whole tenure of a relationship with a specific product or service. And it is imperative to offer a great customer experience in today’s world because a good impression can help you gain trust and brand affinity from users, but a bad impression can rapidly make them choose your competitors for a specific product or service. In a nutshell, an organisation with a high NPS (net promoter score) is expected to grow faster than the companies with lower loyalty metrics.

Customer experience management tools have become a necessity.

Leading and managing a smooth customer experience can be quite a daunting task as it includes understanding how customers interact with your product and what they want from it. Customer experience management tools clarify this procedure by collecting customer data and contributing pragmatic insights. In addition, Customer experience management tools are armed with various abilities like content management, customer analytics, and contextual help.