Comprehensive Managed Solutions that Make a World of Difference

Technology

We are experts at building, integrating, and managing cloud CX platforms, ensuring that your carefully designed voice and digital experiences are delivered effectively and efficiently. Our edge comes from years of experience as technologists and operators, making sure that the latest technology trends align with proven operational methodologies and techniques. We meet you wherever you are in your CX journey, from providing short-term and high-impact fixes, to professional services implementations, to full-turnkey technology solutions where we bring the perfect technology stack to the table.

Omni-Channel & Telephony

Our capabilities in Omni-channel CX enables us to deliver a seamless experience across all touchpoints, including voice, text, social media, embedded web self-service, chatbots and more. Our Clients give their customers choices, while our platform makes it possible to track, analyze and optimize across the entire customer journey. Increasingly sophisticated consumers, who are constantly connected, mainly with their mobile devices, appreciate the ability to contact companies through the channel of their choice, and by unifying communications across multiple channels, they become more attractive and competitive.

Agent Desktop

Unified Agent Desktop experiences make it easy for agents to serve customers, viewing conversations across all channels in an intuitive and unified view. Agents can pivot between channels (for example moving from a voice call to a web chat or mobile text) to make the experience as seamless as possible for customers. Because the customer journey history can be presented in a single window, customers do not need to frustratingly repeat information, leading to a smooth omnichannel conversation, resolution of issues more quickly, and building positive relationships with customers.

Workforce Optimization

Eventus Workforce Optimization solutions dramatically increases workplace efficiency for our Clients, our agents, and the managers and coaches who support them. An important part of our Managed Solutions offering, Workforce Optimization contributes to outstanding productivity, quality of experience, and cost control, maximizing the return on our Clients’ investment in competitive customer service. Our approach includes superior training to ensure agents have the correct skills, with performance management enabling our leaders to identify the skills of successful agents and model after their behaviors. By providing access to content, our Workforce Optimization program reduces the time it takes for agents to find information for greater first call resolution and faster time to resolution with agents able to spend more time helping the customer.

Analytics & Insights

Our analytics tools mine the substantial data generated by customer conversations and interactions to identify meaningful patterns and trends. With expert business intelligence applications, the data is converted into reports revealing insights often hidden in contact centers which can be used to continually improve service, while also providing priceless information to the product teams within the organizations, and to the marketing teams to provide instant feedback on new product launches and campaigns. Our analytics and insights also support regulatory compliance management and audits and can be key word searched to ensure internal policies are being adhered to. Our analytics tools examine 100 percent of customer interactions for the most accurate view of quality and business impact.

Check Out The Pega CRM System

Your CRM is a big component of your customer engagement processes, and for CRM suites to be truly successful, they must enable consistent and personalized customer experiences across channels, business and administrator tooling, processes and work flows, security, permissions, and more.

World class Customer Experiences are driven by best-of-breed Technology, and an outcome-focused Operation.