Single interface for integrated and efficient customer care

Use case

Unified management of requests coming from different communication channels

Opportunity

Speeding up the digitalization process of the sector with a data-driven approach, to create a sustainable, interconnected, and inclusive ecosystem, capable of monitoring networks and systems, reducing waste and inefficiencies.

Challenge

A single interface to make customer service agents' work easier and faster, enabling users to self-serve the simplest requests and supporting more complex processes, like handling complaint calls, thanks to features such as:

• voice identification of the customer with access to data and interaction history
• automatic dispatching of requests to specialized technicians
• sending personalized communications and surveys on service quality.

Solution

Contact Center systems integrating the management of requests from different communication channels (phone, email, chat) into a single front-end, automatically identifying and extracting key information, classifying requests by urgency, and giving tips to the operator for faster resolution of customer issues.