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Virtuos Contact Center Experience delivers superior customer experiences consistently across phone and multi-channel interactions, while maximizing agent productivity, lowering costs, and driving revenue.

Business Challenges

Contact centers are constantly under pressure to deliver great customer experiences, while controlling or reducing costs. Challenges to achieving these goals include:

  • High agent turnover and training costs
  • Inconsistent customer experience across contact channels
  • Multiple agent desktop systems cause long incident resolution times
  • The voice channel lacks personalization and is not tied to customer knowledge

Solution

As part of our Customer Experience (CX) proposition, our contact center experience applications empower both customers and agents to find what they need quickly. Over the phone, customers can find information 24x7 or to be intelligently routed to an agent, based on their personal needs and preferences. They can also choose to interact with agents via email or chat Most importantly, with any transition across channels, including the web & social, the customer interaction thread is maintained with our contact center applications to ensure a consistent cross-channel customer experience. Agents provide a great customer experience by presenting timely, contextually relevant information based on the interaction at hand.

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