The majority of customer interactions are service related. 67% of customers prefer self-service over speaking to a service representative. But the hardest most complex and emotional service enquiries still land with service representatives where the customer expects highly personalized service, a deep understanding of their journey before arriving, effective resolution and clear direction on what if anything they should do next.
The challenge of doing this well is compounded by the number of service agents decreasing, the skills required (and therefore cost per agents) increasing while 78% of customers permanently change how they feel based on a single interaction with the contact center.
To meet your mandate to evolve customer engagement with ever more intelligent digital service requires being highly effective, efficient and agile leveraging the best, most powerful and newest technologies but you want proven solutions you can rely on.
All the while preparing you for your future.
CCIM is built on one of the most widely proven AI platforms applied for over 9 years in 1000’s of organizations. Bringing AI, ML, Natural Language and Gen AI technologies you can trust to meet this challenge.