CX Operations

Covering more than 15 languages across EMEA Region, we utilise best-in-class platforms that support multilingual and multichannel communication. With our multilingual hubs, you gain the ability to effectively cater to diverse regions and navigate their unique cultural nuances, all from a centralised location. With our focus on digital communication channels, you are able to interact with customers by web, mobile chat, e-mail, SMS, WhatsApp, social media and other instant messaging apps. This borderless approach guarantees unwavering quality, consistency, and dependability, while enabling you to scale up but maintaining a strong proximity to your valued customers.

Our hybrid approach in customer management services combines human and generative artificial intelligence for a better customer interaction. Chatbot, vocal bot, automatic translations, hybrid and fully automated conversational IVR solutions are powered by Large Language Model (LLM) to improve the quality of responses, delivering more personalised, efficient, and empathetic experiences.

We provide ready-to-use AI-based Bots and ready-to-train ML/DL Models that enable automation and hyper-automation in many activities of backend processes such as onboarding, enrollment, ticketing, call deflections and more. This can save up to 70% of the time of agents and improve customer-facing operations. The automation processes result in saving costs, eliminating time-consuming and repetitive tasks, increasing operational efficiency, and the entire quality of the customer service.

We empower the work of agents with a Generative Knowledge Management System that ensures quick, integrated and reliable access to the information to answer customer inquiries and resolve issues promptly, for better customer experience. This indispensable tool allows agents to provide superior service, increasing efficiency and operational service capacity, in pre-sales (marketing, communication, lead generation), sales (cross selling and up selling) and post sales (customer care, customer retention, credit collection) processes.

We decline the entire sales process in the virtual world by transforming offline sales activities into digital advanced experiences, even leveraging opportunities of the Metaverse. Our comprehensive services encompass the entire spectrum of sales personnel management, including recruitment, selection, and training. We provide specialised e-sellers able to guide customers from the virtual discovery of the product or service to its configuration and purchase, always guaranteeing a human direct dialogue. Additionally, we monitor performance, not only in sales but throughout the entire customer journey in augmented reality. In particular, we successfully contributed to such disruptive kinds of immersive customer experience in the automotive market.