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NEXT GEN CONTACT CENTER IMPROVISING CUSTOMER INTERACTION

 

Leveraging the best of AI, analytics and automation technologies

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NEXT GEN CONTACT CENTER

 

When it comes to customer interaction experiences, hyper-personalization to satisfy individualized preferences and speed of response are critical elements. Interactions must be easy, seamless and fast. Traditional contact centers, however, suffer from unintelligent routing, poor text to voice capabilities, limited integration and fewer choices – and above all, being people dependent.

Mphasis Next Gen Contact Center (NGCC) is an intelligent solution that transforms customer interaction into an intelligent ‘AI-first’ Contact Center. Integrating the best of human and machine intelligence, NGCC leverages the best of AI, analytics and automation technologies to provide unified experiences to customers, high work satisfaction to agents and winning outcomes for businesses.

SOLUTION FEATURES

 

Mphasis' NGCC unifies systems, channels, and customer information into an intelligent interface to create a smart AI avatar of the customer service agent.

 

Intelligent 360-degree customer view

Mphasis' NGCC comprehensively unifies data and interaction history for a complete and accurate customer view. This ensures exceptional concierge-level customer experiences through intelligent agent interactions.

Intelligent 360-degree customer view

Omni-channel engagement

Voice, chat, SMS, email, social media, and co-browsing - all of them are transformed into a single interface, omnichannel customer engagement touchpoints. Agents can now have a full view of the customer journey to create rewarding experiences and high customer advocacy.

Omni-channel engagement

Intelligent Automation

NGCC automates work and processes by applying business rules with AI-led intelligence. Agents become knowledge advisors to customers, besides delivering personalized offers for cross-sell and  upsell opportunities.

Intelligent Automation

Dynamic case management

Complex interactions and issues become simple to support through a unified system of people, process, data and technology. Such high-end problem-solving turns case management as a powerful interface that allows agents to reach resolution faster, and create sustained customer experiences.

Dynamic case management

Cloud-led speed and efficiency

NGCC's cloud strategy builds applications that combine security, confidentiality and compliance controls – even as it accelerates time-to-market and time-to-value for the contact center.

Cloud-led speed and efficiency

INTELLIGENT CONTACT CENTER

 

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BUSINESS BENEFITS

Mphasis' NGCC unleashes winning business outcomes for customer engagement and contact center operations.

60 percent reduction in TCO

Significant improvement in on-boarding time

Reduced customer service time

Substantial cost saving 

Higher employee retention through greater job satisfaction as high-value advisors

THE AI AVATAR OF THE CUSTOMER SERVICE AGENT

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