Our unique holistic approach connects the dots between people, processes and technology. We look at interactions in three key stages: pre, during, post interactions. We see the opportunities for both the end user and the employees who facilitate interactions, including agents, operational leads and technologies.
With immersive journey and data deep dives, we look at inflow reduction and quality improvements pre interaction, boosting productivity and personalization during an interaction and deriving insights and efficiencies post interaction. We tie together the interconnectivity between interactions and the ability to dive deep and zoom out for a macro perspective. This process enables us to work collaboratively with our partners to drive operational efficiencies overall to improve core CX metrics and ROI.
With the help of AI and automation, businesses can drive improvements for agents, some of which include:
Advanced generative AI and sophisticated automation technology empower team members and drive engagement, improving employee experiences (EX) through easy, enhanced connection. This ultimately enables your teams to optimize your customer experience (CX).
Laivly utilizes digital automation, machine learning, and artificial intelligence to enable team members, enhance CX, and facilitate seamless real-time decision-making and action within support workflows.
With extensive expertise in diverse digital systems, IntouchCX seamlessly integrates workflow design and process automation, offering an incubation model for rapid business enhancement through iterative cycles.
Superpunch, our employee engagement app, enhances performance, culture, scheduling, and communication, improving EX with real-time feedback and mood tracking to boost engagement, well-being, and retention.
Catapult, our exclusive analytics platform, offers micro-level insights on associate, team, and program performance through customizable dashboards. This aids with issue identification and driving tailored associate coaching.
Vision, our proprietary omnichannel reporting portal, monitors program performance by aggregating data from CRM tools, Catapult, and Superpunch, enabling insightful and informed decision-making for your brand.