Solution Design
Our approach to a CX solution is unique to the industry. During the presales design process, we treat every opportunity the same, we invest the time to research our prospect’s challenges and to evaluate if there is a true need. We document every meeting, every conversation, every bit of data is effectively captured in a solution reference document that will morph into your CX blueprints. Every detail matters in the design of an effective CX solution.
Workflow Concepts were early adopters to embrace the Google architecture first with Google Speech products in 2016 up to current day working with their Contact Center AI product suite. The marriage of Webex Contact Center to Google CCAI is a powerful tool set that will significantly improve your customer journey and provide AI automation that will increase the efficiency of your contact center operations.
Google CCAI Products
How does Google Cloud Contact Center AI work? - YouTube
How does Google Cloud Contact Center AI work?
Dialogflow CX
Agent Assist
CCAI Insights
What is Google Cloud CCAI Insights? - YouTube
What is Google Cloud CCAI Insights?
Contact Center AI Platform
Contact Center AI Platform Explainer Video - YouTube
Contact Center AI Platform Explainer Video
Blend digital to human engagement.
Connect the customer experience across all engagement, from proactive messaging to digital self-service and human interactions.
Support any channel, anytime.
Let customers communicate in their channel of choice, including voice, text, email, social, messaging, and more.
Understand every customer.
Empower agents with data and history of each customer across the entire journey, so they can deliver the best experience, every time.
Why us?
ROI
A sophisticated CX solution will change the face of your operation forever. This type of project is complex with lots of integration details that take a lot of time to engineer, develop, test and support. These projects are typically busy and expensive but will have a tremendous impact on your customer's journey, increasing customer satisfaction and reducing the cost to provide a raving fan experience.
The ROI for a complex CX engagement can range from a basic 20% efficiency increase to north of 50%. These are real-world numbers with real-world implementations. We have reduced agent handle time from 10 minutes to 3 minutes, introduced automation that handles 80% of all contact center traffic, and increased the outbound dial capabilities of a sales team from 50 dials per day to 500 dials per day, pay by phone that mitigates loss prevention and handles 100% of calls. With the properly designed and implemented solution, your return on investment will be quickly recognized.