Contact centers
Transforming routine operations into seamless customer journeys with world-class integration and AI-driven insights.
Simplify your management hierarchy to accelerate decision-making. Transitioning to a 2-tier model removes bottlenecks and increases operational agility.
Reduce branch overhead and operating costs without sacrificing your bottom line. We help maintain your operating profit through smarter resource allocation.
Stop losing regional customers due to branch closures. Replace physical presence with seamless omnichannel support (SmartNova) to stay closer to your clients everywhere.
The implementation of a contact center in conditions of limited staff and financial resources allows you to raise the customer service to a new quality level, reduce the cost of processing customer requests and automate typical cases and, finally, free company personnel from routine operations.
Using the contact center platform from world industry leaders makes it possible to consolidate all of various channels of interactions into a single core.
Certified algorithms for outgoing calls allow you to repeatedly improve the efficiency of outgoing campaigns, and as a result, to raise the efficient of personnel and increase the number of payments on accounts etc.
Our experience shows that the introduction the alternative communication channels such as e-mail, SMS, web-chat allows you to reduce the load on the phone and get convenient way for interaction with customers in the suitable environment for them, increase the loyalty from existing and potential customers and make strength the authority of a growing company.
High quality level and control of customer service is one of the main advantages of the company over competitors in conditions of equal price and product quality on the market.
Omnichannel consolidation with intelligent routing based on context, time, and location.
Automation the handling of typical calls and transferring them into Interactive Voice Response system.
Accelerated staff onboarding via seamless integration with internal systems.
Comprehensive quality monitoring via flexible reporting and integrated call recording.
Advanced add-ons for voice analytics, sentiment management, and real-time service quality monitoring.
AI-driven WFM: Data-based shift forecasting and optimal staff scheduling.
Contact center from SmartNova is not only a software solution from the vendor. We are engaged in the development, installation, integration and customization of software and hardware systems, and have a huge practice in the following:
Full integration with the CRM-systems (unified operator workplace, data exchange between the Contact Center and CRM).
Integration with debt collection systems.
Integration the contact center IVR with the customer’s information systems in order to generate dynamically replay voice messages: automatic playback of account balances, arrears, exchange rates, money transfers, etc.
Development and customization of the operator’s workplace for specific customer requirements, which are not included in the standard package.
Development of custom reports and integration with third-party data sources for dashboards, monitors and other information boards.
Innovative technologies – speech recognition and generation, voice analytics, voice biometrics, scheduling and forecasting for contact center.
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