Creating Tomorrow’s Contact Center Today

Contact centers that want to be relevant in the era of social media need to transform from slow-moving, reactive organizations into real-time and even proactive departments that are a step ahead of customer needs.

A new breed of contact center is emerging-one that combines Social Media, Multichannel Enablement, Smart Phone Adoption, Virtual Contact Center. Contact Center leaders must understand the next generation’s expectations, move more quickly, empower agents, and build lasting customer relationships.

Balancing efficiency, performance and costs, while investing in the right technology and infrastructure required in succeeding in today and tomorrow’s Omni-channel environment.

Is your contact center living up to your brand promise? Sensiple’s Customer Experience Management will help organizations in

n Integrating Customer Experience into the DNA of your business

n Closing the loop by applying customer insights to improve the business and gain competitive advantage

n Utilizing innovative and emerging technologies like speech analytics, mobile apps, chat, voice biometrics, virtual queuing, conversational IVR and webs-call back that help meet the raising expectations of customers in a digital world

n Leveraging moments of truth(VoC) at the right time to spot opportunities and enhance your customer’s journey

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SynthesizeSmaller Firms

ModernizeMid-sized Firms

n Companies with less than 100 customer service agents

n Less Global coverage and usually concentrated with a couple of specific regions

n Typically not mature in their business Process

n 200 to 500 CSRn Multiple sites of operationsn Justifying multiple center services

delivery solutionsn Achieving attractive agent

occupancy rates for clients

Creation of Customer Experience Frameworkn Building Framework-

Helpdesk, ESM, CRMn Multi-Channel Interaction-

building IVR self Service, Multichannel Contact Center, 24x7 Support

Continuous Improvement to be the Industry Leadern Omni-Channel Self Service-

IVR Analytics, Optimize Self Service, Knowledge Management

n Omni-Channel Customer Interactions -Consult ing, VOC/NPS, Contact Center Analytics, WFM/QM

Data Driven & Proactive Customer InteractionLarge Firms

n Staying on the top of the gamen Managing peak performancen Preventing risks associated with

Caller ID spoofing and “social engineering”.

Data Driven & Proactive Customer Interactionn Personalize Interaction-

Interaction Analytics, Context Based Interaction, Unified Communication

n Wow Your Customer-Voice Biometric Identity, Predictive Analytics, Intelligent Virtual Agent

n Senisple’s helps large contact centers to quickly identify valid customers and tag fraudulent callers

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Business Strategy

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Contact Center Services

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Contact Center Consultingn Assessing current contact center

operations and developing a roadmapn Tracking the Right KPIs using 25 key

performance indicatorsn Fine tuning automated self-service

systemsn Measuring Performance using scoring

schemesn Assessing System Integration needsn Optimizing key contact center business

processes

Implementation Servicesn Determining business requirements,

roles and responsibilitiesn Infrastructure, VOIP Readiness

Assessment and Optimizationn Integration with self-service, CTI screen

pops, outbound dialing and custom reports

n Program Rolloutn Assurance Testingn Education and Knowledge Transfer

Testing & Maintenance Servicesn Test Automation of IVR & Speech

Applicationsn Ongoing support & maintenance of

Network & IT Infrastructuren Servicing in areas related to change

management, service request management, patch and release management, monitoring services, hosting services, continuity services and performance management.

Customer Analyticsn Contact Center Performance Analytics

Suite n IVR Caller Experience Analytics Suite-

Will be able to connect with Avaya, Cisco, Nortel and Genesys, using variety of adapters

n Voice of Customer Analytics solution: Sensiple helps to actively listen to customer feedback and extract customer sentiments relevant to your business

Technology Stack

ACD SystemsNortel, Avaya, Siemens,

Cisco Call Manager, Aspect, Voxgen

Speech ServerNuance OSR, Microsoft

Speech Server

IVRGenesys Voice Portal,

Avaya Voice Portal, Voice Genie

Routing Platform

Cisco ICM, Genesys Contact Center Suite,

Avaya Interaction Center

CTI ToolsGenesys T-Library,

Cisco ICM DCS, Aspect

Outbound Dialers

Genesys Outbound Contact Solution,

Avaya PCS

Why SensipleSensiple has proven track record in transforming customer service for millions of customers across the world.

n Established Contact Center of Excellence

n End to end contact center strategy development including legacy customer service technology assessment, strategy development, and solution implementation

n Pre-built solutions for IVR/CTI, Speech recognition technologies and Voice XML solutions

n Improving Customer Experience with Context-Empowered Agents

CORPORATE OFFICE1000 Route 9 North, Suite 303 Woodbridge, NJ 07095

Phone : 732 283 0801

Fax : 732 283 0489, 732 283 3775

OFFSHORE OFFICEPlot No: 9/A15, SIPCOT IT Park Padur Post

Siruseri, Tamilnadu 603 103, India

Phone : +91 44 4741 9000

Fax : +91 44 4741 9100

OMAHA OFFICE13011 Scott St, Omaha, NE 68142

Phone : 402 505 7790

Fax : 402 505 7798

SINGAPORE662, Woodlands Ring Road

#5-226 Singapore 730 662

Phone : 65 6279 1053