Contact & Call Centers
People have come to expect service right now. The immediacy of digital experiences has taught us that prompt answers to our problems and questions are not just possible but common. And with loyalty tied to experience, we want more than rapid information and solutions. We want to be engaged. We want the brands we frequent to know us, remember us, and proactively anticipate our needs.
Engage customers with conversations, not prompts or menus.
Easily connects to your customer data, and other external data sources.
Voice and text applications specific to your customer’s needs.
You don’t need to worry about maintenance, upgrades, security, etc.
Compatible with any UCaaS, CCaaS, or on-premise system.
Contain up to 80% of callers and texters in self-service.
Integrated For Voice & Text Automation
You could say it’s our “super power,” integrating all your disparate data sources for frictionless customer engagement by voice or text. Then you can easily contain callers and texters in a wide range of self-service solutions. Here are just a few examples:
We helped a growing credit card company evolve from a simple IVR system for callers to a comprehensive customer-focused self-service strategy.
Automated customer engagement involved a suite of self-service tools:
- Account balance & credit limit lookups
- Transaction history lookups
- Automated payments by phone
- Automated new customer qualification & activation
- Payment reminders
- Credit limit increase requests
The result is nearly $4 million in annual contact center savings as more than 80% of callers are contained in self-service. The savings have enabled this customer to invest in growing their business, which has grown 4x since our partnership began.
How Engagement Automation Reduces Contact & Call Center Agent Turnover
If you’re part of the team managing a contact center, you know that attrition is likely your number-one problem. Agent turnover increases your operating costs as training for more and more new agents is continuously ongoing. And with that, of course, is the cost of always being in the recruitment hunt.
Don’t Let Technology Drive Your CX Strategy
Today’s customer service professionals in contact and call centers have numerous technology tools and services to consider. It’s important to identify clear and measurable CX goals before deciding on what will be in your tech stack. At that point, your technology path will become evident. The right strategy, empowered with the perfect tech, will be transformative for your business. But sometimes, we see technology picked for technology’s sake.
Customers Expect More
Today, more than two-thirds of people surveyed say they’d prefer getting the information or resolution they need without speaking to an agent. And since today’s consumers are likely to switch brands after just one bad experience, you need to be able to respond to their expectations.
Great CX Needs Great Data
You need information from a wide range of disparate data sources for world-class self-service. And since integrating your data is a core capability of our managed CPaaS, the Compass Automation Platform, we make it seem easy. This integration means you can introduce an almost limitless range of self-service automation to your callers and texters.
We’re Your Partner
With a minimal lift on your part, we create and manage the connections to the data sources you need for game-changing customer self-service. We do the heavy lifting so that you can enjoy gratified customers.
Let Us Help Solve Your Issues
And get the results you need