Key features of the solution include:
A UFE (unified front end) solution that provides a 360-degree customer view to agents and unified data from 13 disparate front-end systems.
Intelligent IVR and call routing solutions with intelligent bots as the first line of support.
Conversational AI-based self-service interfaces to handle customer queries across mobile and web channels.
An integrated sentiment analysis framework to track the customer mood from voice and text and display insights and trends.
Attended bots on the agent desktops to reduce agent call handling time by automatically fetching data from over 15 source systems accessed by agents.
Efficient network, agent, and bot analytics for accurate reporting and continuous improvement.
Cross-sell recommendations to agents based on advanced analytics-driven customer insights.