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A healthcare insurer wants to future-proof its operations by transitioning from legacy systems to the cloud. The COVID-19 pandemic crystallized the need to have flexible working models in place, along with the agility to quickly react to dynamic situations. Realizing the importance of scaling up resources short-term, cloud migration is essential for this organization.
Ensuring continuity of service while increasing remote work capabilities for agents.
The healthcare provider wants to:
Cloud migration strategies must be tailor-made to an organization’s needs and goals.
Reducing contact center wait times is foundational to improving customer experience (CX). Customers are abandoning brands that fail to respect their time, and switching to companies that find ways to continuously reduce contact center wait times. Deploying the right solutions positions contact centers to gain new customers and build lasting loyalty.
Utility providers are accelerating their digital transformations. They are already collecting data through their customer relationship management (CRM) and enterprise resource planning (ERP) software or other tools, before analyzing and operationalizing it to provide more targeted, proactive customer experience. By providing agents with precise information that enables them to perform tasks, widgets achieve more personalized, effective customer service.
With banks reducing their number of brick-and-mortar locations, how can they continue to deliver rewarding, personalized customer experience? One way is to harness the transformative power of automation. By handling more and more use cases, an omnichannel bot can drive customer service efficiency, reduce costs and enable banking advisors to focus on high-value interactions.
Routing customers to the right agent at the right time drives customer loyalty, engages agents and turns contact centers into value centers.