Virtusa's Next-Gen Contact Center
An intent-driven cloud-ready solution enabling CSPs to provide insightful and contextual customer experience.
The solution moves away from providing static customer data to building real-time insights based on the data enabling the contact center agent to be effective and efficient. Our solution is designed to make customer experience contextual as well as empowering agents with intelligent tools that can accelerate call resolution.
Key features
Creating an overlay platform to provide a unified experience
Virtusa's Next Generation Contact Center Solution is an overlay platform that enables CSPs to move away from data to insights-driven operations and improve customer and agent experience. Solution features include:
- Dynamic UI rendering based on the predictive intent of the customer call
- AI-driven recommended next-best-action across sales, service, and billing
- Real-time sentiment analysis to understand the point of escalation
- An intelligent virtual assistant to provide multitasking capability allowing faster query resolution
- Monitor agent's interaction with the application to drive a personalized experience
Key benefits
Higher NPS for contact center operations
Significant reduction in average call handling time
Improvement in cross-sell/up-sell opportunities
Reduced cost-to-serve
Lower agent training costs
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