Traditional IVR contact flow
Typical IVR contact flows provide generic experiences, often with basic menu options and key word recognition.
Average Hold Time, average Handling Time and After Work Time tend to be impacted by multiple transfers and manual retrieval of relevant information.
Consegna's Omnichannel CX Solution
Through automation and integration with data sources, customer experiences can be personalised, enhancing the experience and providing options for self service.
The customer gets the outcome faster, and Hold Time, Handling Time and After Work Time are minimised.
Understand your customers in real-time
Amazon Connect Contact Lens
Understand the sentiment, trends and compliance risks of customer interactions through:
- Detailed analytics and sentiment analysis
- Real-time alerts and contact transcripts
- Advanced conversational search
- Automated contact categorisation
- Sensitive customer data redaction