Current Situation
Lack of integration across channels hindering customer service effectiveness, creating longer customer service interactions and time to resolution
Goals and Objectives
Reduce time to resolution with improved next best action capabilities, integrated data for CSRs, provide more self-care capabilities on digital channels to allow CSRs to focus on more significant issues
Technology Deployed
Advanced self-service portal capabilities, omni-channel platform strategy, integrated CRM platform that captures data from all channels, chatbots for basic care support
Use Case Summary
Increase CSR efficiency and effectiveness by shifting basic customer service needs to digital channels