Digital & AI Transformation
The Era of Digital CX
Digital CX is now table stakes. Companies are not only looking for partners that can provide comprehensive digital support services, but they also want someone who can take them to the next stage of their digital evolution and artificial intelligence (AI) integration.
Navigating Change
Transformation can be overwhelming. It involves creating digital and AI capabilities across the customer journey and core business processes. Introducing new innovations that enhance efficiency, productivity, and streamline costs helps to ensure that digital solutions can be adopted at scale.
Partners In Your Digital Journey
As architects of great experiences, we have the technology and industry expertise to plan, design and deliver the best digital support. Using technologies like robotic process automation, Gen AI, and chatbots, we can introduce convenient self-service options, that also help you cost-effectively manage contact surges.
What’s necessary is to provide a seamless experience, no matter how customers make contact, ensuring that live agents have the necessary tools to intervene and assist customers at any stage of their journey.
Data-Centric is the New Customer-Centric
Data is the “Brain Food” of your business. It infuses your operations with essential insights, enabling continued growth and peak performance in a competitive landscape.
At itel, we treat data with care – listening to it, learning from it, and using it to continuously improve our service delivery. itelligence® powers this process. Unlike third party solutions, our custom-built AI platform securely stores your contact center data in-house for greater security and regulatory compliance. It also gives clients access to advanced analytics that lead to faster decision-making and new strategies that move your business forward.
5 Ways We Use CX Data
Tech Integration & Innovation
Automations, IVRs, or digital AI solutions can be an effective way to deliver instant, seamless customer communications or to create more efficient workflows and back-end processes. But, any new technology requires smooth integration with existing legacy systems and databases.
As a tech adaptive organization, we can work with your proprietary technology or develop in-house, customized solutions that can integrate seamlessly with your current technology stack, powering operational efficiency and flexibility.
Our Data Science & Innovation team specializes in machine learning, natural language processing, robotic process automation, and data management. They can design and develop novel, out-of-the box AI solutions that allow you to stay ahead of digital evolution.
The New Wave of Workforce Management
Technology is redefining the contact center. AI can now handle fast, routine tasks, allowing human agents to focus on complex issues, along with delivering high value, loyalty-driving experiences.
Strategic task division allows you to reduce errors, to modernize essential business operations, and to have robust contingency plans when faced with unexpected contact surges. It helps you maximize your workforce output, while also managing operating costs.
If you’re unsure what mix is ideal for your contact center operations, we can guide you towards the peak balance of human talent and AI, helping you allocate resources for optimal performance.