The organization is going through a major transformation and were looking for its partners to provide agility, quality and cost effectiveness through their services. They are aggressive in expanding their digital platform to support their business growth and will embark on a new era, opening their gateway for new customers.
Their current customer service operation is a manual agent based and heavily dependent on the intervention by agents. All the queries are passed to an email account where the agent responds to the queries by collating the data from different systems and manually drafting the response. This process means customer queries take a long time to respond to respond and involves high operational costs.
They were also looking to reimagine the customer experience through omnichannel capabilities and leveraging the contact center as a service, enabling customers to seamlessly do self-service transactions leveraging digital channels.
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