CUSTOMER SELF SERVICE
IM software products allow building a multichannel infrastructure that includes web chat, email, fax, Interactive Voice Response (IVR) and Multimodal IVR (MIVR). It focuses on centralized processing for customer interactions, and is integrated with back-end systems (CRM, ERP, Database). The key features are centralized business rules, aggregated integration points, channel independence. The primary objective of is to solve customer interactions in an automated manner, and/or to provide operators with the necessary information to resolve an interaction request at the first point of contact (automated or assisted). Solutions rely on Linguistic Technologies, Natural Language Processing and Autometed Speech Recognition.
Our Customer self-service (CSS) solutions deliver multichannel, multimodal interactive services, include application templates and custom developments and can be easily integrated in new and existing Contact/Call Centers infrastructures.