CX Automation

Helping you reduce operational costs and increase self-serve by automating customer interactions

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CX Automation

Helping you reduce operational costs and increase self-serve by automating customer interactions

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We combine leading-edge technology with expert interaction design and improve customer experience through virtual advisers and intelligent routing on voice and digital channels. Visual dashboards provide real-time reporting on all contacts to support decision making.

 

Features

Customer experience and contact centre automation advisory, design and implementation

Automated 24/7 call handling with virtual advisers/assistants

Virtual adviser reusable as website chatbot or over other channels

Customer intent and sentiment analysis with real-time visualisations

Automated translation of text transcriptions to a different language

Advanced call routing using natural language Interactive Voice Response (IVR)

Traditional number press (DTMF) Interactive Voice Response (IVR)

Call recording

Transcription of speech to text

Detailed Management Information and real time dashboard reporting

Benefits

Increased operational efficiency and reduced cost

24/7 customer service availability 365 days a year

Enhanced customer experience, satisfaction and loyalty

Mundane tasks automated freeing advisers to focus on complex issues

Improve self serve and contact deflection rates

Reduced average handling times (AHT)

Significant savings compared with traditional technologies

Highly scalable and only pay for what you use

Learn about customer interactions to improve outcomes

Real time dashboard reporting that supports decision making

We support all stages of your customer experience automation programme. This includes discovery and analysis; recommending solutions to improve the customer experience and reduce costs; technical design and assurance, or full end-to-end delivery. Our vast delivery knowledge and experience is gained from both implementing traditional contact centre solutions and also developing innovations in customer experience, automation, and insight. We are experts in delivering solutions that optimise the customer experience and enable operational efficiency using our unique ‘Engage to Influence™’ methodology, with technology that is reliable and secure.

Our public sector agile delivery method aligns with GDS principles, covering Discovery, Alpha, Beta and Live phases. This approach and our focus on cloud technology allows us to respond quickly to evolving user needs and market innovation. Our experience in commercial and public sector environments provide a wealth of customer interaction design and delivery knowledge. We are vendor agnostic and always aim to deliver the most appropriate technology for your specific needs, whether you require support in making a decision or if you want our recommendation. Cloud technologies that we commonly work with for customer experience automation are AWS Connect, Twilio, DigiDesk, and many more.

 

We strive to make our clients happy

so, let's be happy together

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The increase in telephony NPS for major examinations board

We strive to make our clients happy

so, let's be happy together

+ 0
The increase in telephony NPS for major examinations board

Blogs and Case Studies

  • Voice Analytics
    Customer Touch Point adds emotion-detecting analytics to portfolio following deal with Avoira
    READ MORE
    October 19, 2020
    Industry news
    Customer Touch Point partners with Avoira to offer Xdroid real-time voice analytics to clients...
  • Zappix Visual IVR Partnership with Customer Touch Point
    Zappix Partners with Customer Touch Point to Improve Customer Experiences with Visual IVR
    READ MORE
    October 2, 2020
    Industry news
    Customer Touch Point partners with Zappix to offer industry leading visual IVR to clients...
  • Engage to Influence
    Engage to Influence™ - positively influencing behaviour to reap rewards
    READ MORE
    August 7, 2020
    Blogs
    We share our Engage to Influence methodology - what is its and how to...

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