In a world where there is an expectation to deliver customer service 24 x 7 – 365 days, contact centers play a significant role in making a successful global enterprise. With rapid changes in technology, customer expectations are evolving faster than brands can cater to. This is where cognitive technologies can usher in a new way for businesses to interact and transact with their customers.
With RINA (Responsive, Intelligent Navigator and Adaptive) you put a smile on your customers’ face and your employees’ face too. And the results show up on your bottom-line. RINA assists contact center and frontline executives by fetching all information on a customer from various sources to provide an unparalleled single screen 360 degree customer view and one-click workflows to augment hands-free interaction.
KEY HIGHLIGHTS OF OUR AUTOMATION SOLUTIONS
Up to 70% customer service calls can be handled without agent-application interaction
Up to 25% reduction in AHT and improve FCR by 80%
Up to 80% tasks handled by desktop automation
TRANSFORMING CUSTOMER EXPERIENCE
Our intelligent automation solutions for contact centers are designed keeping in mind two important human persona of your business – your customers and your frontline staff – delivering a high-touch approach in an increasingly high-tech world.
With RINA you improve the metrics that matter such as significantly reduced training time for frontline executives, CSAT, CES, NPS, ESAT & Sales Conversion while lowering average handling time, cost per transaction, cost per call, customer wait time, sales and compliance rejects, improving first call resolution… all in a matter of just a few weeks of implementation.
RINA enables richer customer interactions by providing proactive up-to-the moment situational awareness and relevant contextual information to executives, such as why the customer may be calling and a ready resolution, thereby creating an enhanced customer experience and greater hyper-contextual cross-sell, up-sell opportunities.
CONTACT CENTER PROCESSES APT FOR AUTOMATION
CONTACT CENTER AGENT
RETAIL AND FRONT OFFICE WORKER
BACK OFFICE, KIOSK AND PORTALS
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