Customer Experience Owners
Who need to increase customer satisfaction, drive digital transformation, find productivity gains, and increase revenue potential
Transformation Leaders
Who need to replace a legacy system, move to the cloud / reduce capex, automate manual process, and improve reliability
Did you ever dream that you’d turn your contact center into a revenue generating machine?
We didContact Center Types
Clinical Trials
24 x 7 Global Service / Help Desks
Employee-Facing Desks (IT, HR, etc.)
Outbound Call Centers
Finance
Contact Center Goodness
Alphanumeric Top 10: What Every Contact Center Should Have
We’ve built a lot of contact centers and learned along the way. Here are the 10 fundamentals to building a contact center that will perform, and what you’ll find in every Alphanumeric contact center.
1
Omni-Channel
Integrated voice, email, chat, social, and even snail mail when needed
Meet your customers where they are and increase volume with the same number of agents
2
Self Service
Intelligent automation like artificial intelligence (AI)-powered chatbots and robotic process automation (RPA)
Drive resolution at less costly tiers of support and make your support staff’s job a lot easier
3
Productivity Focus
Workforce parameter-setting like an after call work threshold
Streamline time spent on calls, keeping forward momentum
4
Customer Focus
Customer feedback captured after every interaction
Zero in on trends that you want to repeat—or refine
Iterate based on feedback and tell them about it, so they know you are listening
5
User-Friendly, Complete Picture
Full view of customer via data integration across IVR, CRM, and social platforms in one interface
Gives your agents the best experience and equips them to get results
6
Transparency
Robust reporting and analysis
Zero in on the health of customer experience and agent performance
7
Reliability
Upgrading legacy platforms to state-of-the-art, cloud-based solutions
Drive reduction in downtime and improve all KPIs – revenue, customer satisfaction, and product quality
8
Personalization
Multilingual capabilities and customer choice between automation and agent
Connect with your customers by knowing the right time to offer a human touch
9
Automation
Automated outbound calling, speech recognition, call back and product recognition increases volume and performance with the same resources
Provide dosage reminders, collect payment or feedback, resell, or upsell
Decrease wait time and abandon rates
10
Holistic Approach
Combination of state-of-the art technology, a talent mix tailored to your industry context and goals, and bulletproof operations
A contact center solution that turns into a results-generating machine
Complexity doesn’t phase us.
Whether we’re designing a desk with a diverse staff made up of specialists, generalists and everything in between, or diverse customer segments being served by the same contact center and agents, we’ve got this.
Neither do tight timelines.
We’ve been known to spin up a new contact center in a new country in as little as 30 days.
Our Approach
Side by side on the vision – and full responsibility for the outcome
Your unique goals and requirements are the North Star.
We’ll shape a solution based on that North Star, being intentional to make room for the future.
Then we’ll make it a reality, checking our work along the way via user acceptance testing.
We’ll keep the team aligned with user training at every stage, too.
We are Global
