Welcome to the “uber-connected economy” where customers interact across multiple channels and multiple screens at one time. They expect their experience to be as seamless and fluid as the beautifully designed devices they use to communicate. Behind the scenes, things are often not so elegant. Legacy systems, silos and data structures cause frustrations for customers, and for the associates who are trying to assist them. We’ve designed a suite of technology services and solutions that take the friction out of the experience for the customer and associate, and the cost out of the equation for the company.
An enormous insurance provider was acquiring a mid-size company, and wanted to use the opportunity to upgrade the telephony system for the entire organization and improve the customer experience. The new system blends two different platforms, allows the client to continue migration at its own pace, and lowers costs while improving operations.