Omni-Channel Customer Engagement Platform
In the world of digital, customers have multiple channels to interact with the brand and ensuring a consistent customer experience with a growing volume of customer requests can be challenging and overwhelming. To achieve competitive advantage, it is paramount for companies to provide swift, consistent, and personalized response to the customers via their preferred interaction channel across all touchpoints.
Omni-Channel CRM is a custom built platform that can transform the way companies engage with their customers. Whether it is emails, social media or chat, omni-channel CRM will enable the customer service agents to provide a superior customer service in a most efficient and consistent manner across all channels.
Omni-Channel CRM uses an advance Natural Language Processing (NLP) algorithm along with powerful and flexible workflows to solve the business needs like Social Media Management, AI-based Email Processing and Automated PNR Processing. It ensures that every customer request is handled in the most optimum manner.
Omni-Channel CRM help organizations become adaptable to the changing digital environment incessantly. It enables them to respond to customers in the fastest and the most personalized manner possible by detecting the sentiment of an incoming request, automatically prioritizing and routing it to the right department, and even identifying the most suitable response.
The inbuilt features of the solution are:
- 30% efficiency gains for the largest global OTA
- 80% reduction in agents screening emails due to automation for a leading LCC carrier
- Missed opportunities due to fare increase decreased by 10% for a large European OTA
IGT BPM Services And Solutions