Be swifter, smarter and leaner. Help your customers self-serve, your agents focus on value and give your analysts the control they need.
Meeting your customers in the channel they prefer. Seamlessly switching between channels when required to increase conversions and first time resolutions.
Allow customers to help themselves with delivery updates, product issues, balance checks. 24/7 service and intent-based routing means answers are delivered the first time.
Enhance agents’ knowledge, performance and speed. Airline makes agents more effective with contextual customer information and automation of wrap-up tasks.
Analysts can improve customer experience in parallel with delivering operational efficiency. Their insights power continuous improvement and lets teams make immediate changes to real-time customer issues.
The modern day call centre has taken some significant technological advances over the past few years and multinational retailer Marks & Spencer want to stay ahead of the curve.
To ensure they can offer best-in-class customer experiences, M&S asked DVELP to help replace a legacy phone system. The build had to maintain high-availability and uptime during open hours and an MVP had to be ready for production deployment in 30 days.
DVELP built an intelligent routing system that both dramatically improves 11 million customer experiences every year and empowers managers with seamless, live analytics.