Revolutionized IVR Experience

Elevating customer interaction through a humanized IVR, improving customer experience and substantial cost savings for a leading electronic payment firm.

Goals

Improve IVR efficiency to minimize call transfers and boost resolution rates.
Reinforce brand image through a superior IVR experience.
Ensure the consistence performance of the IVR interface post-implementation, through regular monitoring and adjustments.

Goals

Improve IVR efficiency to minimize call transfers and boost resolution rates.
Reinforce brand image through a superior IVR experience.
Ensure the consistence performance of the IVR interface post-implementation, through regular monitoring and adjustments.

Strategy

Comprehensive assessment of call volumes, couple with a redefinition of contact reasons and sub-reasons, to craft a revamped IVR design rooted in the LUI methodology.
Spearheaded the development of novel APIs.
Pioneered intuitive navigation flows, integrating anticipation and propensity analyses to identify primary contact reasons.
Undertook a meticulous review of existing IVR KPIs and retention paradigms.

Strategy

Comprehensive assessment of call volumes, couple with a redefinition of contact reasons and sub-reasons, to craft a revamped IVR design rooted in the LUI methodology.
Spearheaded the development of novel APIs.
Pioneered intuitive navigation flows, integrating anticipation and propensity analyses to identify primary contact reasons.
Undertook a meticulous review of existing IVR KPIs and retention paradigms.

Highlights

Conceptualized a unique brand persona, tailoring voice tone and linguistic design to embody the brand’s ethos.
Orchestrated a customer-centric IVR, prioritizing key customer journeys to provide a seamless experience.
Devised an innovative cost and revenue model, anchoring it to IVR performance metrics and realized outcomes.

Highlights

Conceptualized a unique brand persona, tailoring voice tone and linguistic design to embody the brand’s ethos.
Orchestrated a customer-centric IVR, prioritizing key customer journeys to provide a seamless experience.
Devised an innovative cost and revenue model, anchoring it to IVR performance metrics and realized outcomes.

Results

Witnessed a significant uptick in call retention, climbing from 21% to an impressive 30%.
Boosted the efficacy of offers, with their propensity surging from 10% to 15%.

Results

Witnessed a significant uptick in call retention, climbing from 21% to an impressive 30%.
Boosted the efficacy of offers, with their propensity surging from 10% to 15%.

Resolutive Chatbot for the electric energy sector

Harnessing CCaaS for Expedited Deployment and Superior Outcomes

Customer Experience and self-services usage improvement

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Revolutionized IVR Experience

Goals

Goals

Strategy

Strategy

Highlights

Highlights

Results

Results

Cases

Resolutive Chatbot for the electric energy sector

Harnessing CCaaS for Expedited Deployment and Superior Outcomes

Customer Experience and self-services usage improvement