Enhancing CX with intelligent intent-driven solutions
Transitioning from data to insights, Virtusa's Next-Gen Contact Center, powered by Amazon Connect, revolutionizes customer service with an intent-driven, cloud-ready solution. Traditional contact centers face challenges like high handling time, repeat calls, and limited insights. Our solution addresses these shortcomings, creating a unified experience that accelerates call resolution.
Challenges in traditional contact centers:
- High call handling time
- Repeat customer calls
- Limited customer insights
- Frequent hand-offs and high call wait times
- Inability to leverage customer information for revenue
- Manual, cost-intensive operations
Virtusa's Next-gen contact center solution:
- Dynamic UI based on predictive intent
- AI-driven next-best-action
- Real-time sentiment analysis
- Intelligent virtual assistant for multitasking
- Monitoring agent interactions for personalization
- Higher NPS
- Reduced call handling time
- Improved cross-sell/up-sell
- Lower cost-to-serve
- Reduced agent training costs
Integrated Amazon Connect expertise:
Virtusa brings deep expertise in Amazon Connect, supporting the entire contact center lifecycle. Our services encompass design, implementation, optimization, and ongoing support. Leveraging Amazon Connect, our Next-Gen Contact Center ensures scalability, cost-effectiveness, ease of use, and an enhanced customer experience. Benefit from our proficiency in deploying and managing successful contact centers worldwide.