ServiceNext™

The Promise

The focus of contact centres today is to reduce call volume and cost per contact, while improving customer satisfaction (CSAT) and First Call Resolution (FCR). For corporate executives responsible for customer care, this brings to the forefront an array of challenges - how do you identify which calls to eliminate, which ones to avoid, which ones to deflect to lower cost channels or which potential calls to efficiently contain on the web? And, achieve all this while delivering superior quality customer service.

This is a difficult puzzle to solve, as it involves multiple functions including operations, business and technology. Traditional technologies such as web self service, service chat and IVR self service that attempt to solve this deliver limited success, as they do not uniquely identify and serve the end-customer’s need.

What is required is a “game changer” that predicts what your customers need and interacts with them at a time when they want, where they want, and in a channel that they want!

ServiceNext™ helps you achieve just that, with a performance guarantee.

What is ServiceNext™?

ServiceNext™ is a personalised online service solution that combines prediction, analytics and operations to reduce your calls and deflect them to customised chat and self-service.

The ServiceNext™ platform reduces call volume through:

• Web Containment - This primarily addresses calls that come from your website. The ServiceNext™ platform analyses data from your website and call centre, to predict who is likely to call your call centre, when and with what type of issue. Once this is identified a personalised chat or self-service interaction is provided to the visitor to help resolve their problems on the website.
• ACD Deflection - This primarily addresses callers on your Automatic Call Distributor (ACD). The ServiceNext™ platform analyses data from your IVR, contact centre and website to predict for which call types, who has a higher propensity to move from the ACD to your website. Once identified, these callers are deflected from the ACD to your website where a personalised chat interaction is provided to the visitor to help resolve their problems.

The ServiceNext™ platform comprises of ServiceNext™ Chat and ServiceNext™ Smart Serve.

• ServiceNext™ Chat integrates analytics, prediction and operations with industry standard ‘chat’ software to provide a personalised chat interaction. It systematically drives chat volumes while reducing phone volumes for specific service queries. Its analytics integrated operations drives higher productivity, higher FCR and better customer experience when compared to phone interactions.
• ServiceNext™ SmartServe integrates analytics and prediction and provides a highly customised self service to visitors on your website. By analyzing customer journeys, ServiceNext™ SmartServe targets and predicts the top issues of a specific visitor and presents a resolution, specific to the visitor’s problem. It continuously learns from visitor behaviour to improve the accuracy of prediction and resolution of service issues thereby improving end customer experience and self service resolution.

Benefits