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Overview

“Why should Contact Center be a Cost Center?”

Traditionally, Contact Centers (CC), especially the Support (In-bound) operations are looked at as necessary cost centers to run business. Further, Contact Centers have information residing in multiple systems operating in silos i.e. systems don’t talk to each other. Due to this scenario, Agents have to deal with a plethora of desktop screens while talking to customers. This makes the job of Agents challenging and impacts their effectiveness and productivity in servicing customers thus, directly impacting customer experience (Cx).

Why Happiest Minds for Contact Center Modernization?

Happiest Minds intends to change the paradigm from cost centers to profit centers and from transactions to interactions. We focus specifically on two most important actors – customer and agent – to transform the way they interact with each other. We do the Contact Center Services with intervention and intersection of Digital technologies, Artificial Intelligence (AI), Chatbot and Analytics integrated with some of the best Contact Centre software like Avaya, Cisco, Jacada and Ameyo.

Happiest Minds believes ‘customer self-service support and universal/unified agent desktop’ areas could have maximum business impact. We will leverage CC’s existing investments in network, infrastructure, platforms and applications to provide compelling solutions to customers and agents improving KPIs like C-SAT/NPS, Agent Productivity and Cross/Up Sell.

Digital Contact Center Modernization

Solutions

  • Intelligent Self Service Support (iS3)
  • Universal/Unified Agent Desktop (UAD)
  • Agent Assist – Super Agent (Chatbot)
  • Intelligent Call Routing (ICR)
  • Real-time Recommendations.

Features & Benefits

Features
  • Intelligent Self Service Support (iS3)
    • Self Service
      • Intelligent FAQs
      • Topic Tree
      • Semantic Search
    • Assisted Interactions (Virtual Assistant, Chatbot)
      • Virtual Assistant (Chatbot)
      • NLP Search
      • Virtual Tours (Website, Product)
      • Multi-Conversions (Text-Speech, Speech-Text)
      • Auto Form Filling
      • Auto Trouble Ticket
      • Chatbot Avatars
    • Assisted Engagement (Live)
      • Live – Chat, Call
      • Context to Query (C2Q)
      • Right Agent (ICR)
  • Universal/Unified Agent (UAD)
    • Auto Form, Trouble Ticket
    • 360 Degree Customer View
    • C2Q (smart snippet) and ICR (right & bright agent)
    • Personalized Engagement
    • Personalized Recommendations
    • Access to ‘Suggested Solution’ (Knowledge base)
    • Speech to Text (E.g. Call Summary)
  • Intelligent Call Routing (ICR)
    • Right Agent based on C2Q
    • Auto assign to SME, RM, Supervisor, Manager
    • ICR based on Profile (static) and C2Q (dynamic)
Benefits
  • KPIs Positive Impact e.g. C-SAT/NPS, Operations Cost, Agent Productivity, Cross Sell & Up Sell
  • C-SAT/NPS improvement since it’s an omni-channel, self-service, assisted, engaged and personalized interactions for resolutions
  • Reduced Operations Cost due to decrease in direct Agent interactions (Live chat/call)
  • C2Q will improve Agent Productivity and Metrics like AHT, FCR, AWT, CAR
  • Real-time Recommendations (360 degree customer view) will increase sales/revenue
  • Time taken by agents to write call summary (Speech to Text) is substantially reduced.

Resources

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