About Customer

  • Leading global Business Process Outsourcing and Contact
  • Center Solutions provider
  • Provides Multi-channel Customer Engagement services
  • Having more than 2000 agents in 3 countries
  • Serving fortune 500 corporations

Business Drivers

  • Build Customer Loyalty
  • Improve Customer Retention
  • Deliver Quality of Service
  • Reduce Agent training costs
  • Monitor Key Trends

Approach and Deliverables

  • Implemented Capptix product (www.capptix.com) developed by us for multi-channel engagement analytics (speech and chat)
  • Product offers various features like topic mining to understand the trending topics, agent scoring to identify the training areas and sentiment analysis for improving customer retention
  • Integrated with Active Directory and provided custom roles
  • Provided scheduled reports to business users

Outcomes/Benefits

  • 10% improvement in sales conversions
  • Customer retention increased by 8%
  • Agent training costs reduced by 15%
  • Software infrastructure costs reduced by 20%
  • Works with leading Live Chat tools and applications, offering advanced diagnostic reports