Creating A Frictionless Contact Center
The Contact Center Transformation solution from Tech M provides a single platform to drive strategic initiatives in contact centers. It provids users a competitive advantage to increase their business efficiency and optimize cost by reducing friction. The Contact Center Transformation solution can easily detect opportunities for automation, omni-channel support, revenue optimization and enable business leaders to take data-driven decisions towards enhancing the customer experience.
It also enables proactive detection of anomalies such as IVR hangs up and short-call, which triggers an alert for Business Continuity Planning (BCP) activation. This ensures that BAU operations will not be heavily impacted, giving organizations the flexibility and agility to transform into a hybrid operating model and manage activities remotely.
The Key benefits of using this solution:
• Optimize resource productivity with intelligent demand prediction and resource planning
• Streamline your processes to drive customer satisfaction measures like CSAT or NPS
• Proactively monitor and eliminate agent misconduct by zeroing in on unfair practices and habits
• Automatic activation for Business Continuity Plan (BCP) upon detection of anomalies in the BAU process
Features & Capabilities
Contact Center Performance Dashboard
Unveil the common process variants and understand the full complexity of the Contact Center Process to identify friction points for further improvements
Proactive recommend actions
Identify the root causes of the frictions (e.g. for false escalations) and take direct action within the Celonis Action Engine
Enhanced Reporting and ML based resource alignment
Optimize performance by dynamically assign resources based on changing demand predicted with our ML model
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