While contact centers have been abuzz trying to become multi-channel enabled for over a decade, not many of them have been able to join the dots and integrate every available channel to offer personalized customer services. Omnichannel customer experience is no longer just an option. It is the need of the hour.
Servion has put together a deep-rooted understanding of customer interaction management and contact center operations to build a platform that delivers effortless customer experience .
ServIntuitSM helps to better understand customers, recommend Next Best Actions and create proactive, positive and unified interactions across all channels.
The ways and means for customers to interact with enterprises have grown in variety and reach. Research has proven that while the focus is on providing customer service through multiple channels, a consistent and contextual experience is still missing in today’s digital market. This is the single biggest problem that ServIntuitSM solves for enterprises and customers alike.
Enterprises may have insights into their customer behavior and operational metrics, but there are a lot of challenges correlating them and putting them together as actionable insights. ServIntuitSM integrates data from behavioral patterns, transactions and events to recommend the right Next Best Action in the right channel to the right customer.
ServIntuit’s Rule Engine (RE) executes rules that are configured in the system to improve customer interactions. These can be simple routing rules for efficiently handling an interaction or complex business rules that analyses customer profile and interaction data.
Imagine a scenario where a customer has shown interest in your products listed on your website but doesn’t complete a purchase. ServIntuitSM analyzes the data associated to the interaction and predicts if the customer is likely to buy. It also provides a mechanism to proactively reach out in the right channel.
ServIntuitSM comes with an add-on configurator tool for channel applications. It allows the enterprise to draw the call tree and assign rules directly to the call tree. By doing so, the entire call flow becomes dynamic where the outcome of rules determines the call menus and its behavior.
Our Analytics platform – powered by statistical and machine learning models - aids ServIntuitSM to predict what is best for the customer.
It is based on 5 key parameters:
We empower contact centers with the flexibility to choose a deployment option that suits their customer infrastructural strategies and interactive objectives. ServIntuit comes with options for both cloud and on-premise deployment.
Predict customer intent and provide Next Best Actions.
See how our cutting-edge suite of solutions can elevate your customer experience.
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