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    • Customer Experience Solutions
      • CRM
      • CXM.AI
      • Workforce Management
      • Partner Management
      • Learning and Development
      • Social Engagement Platform
    • Ed-Tech Solutions
      • Learning Management Solution
      • Social Engagement Platform
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PAYBACK

PAYBACKtechsprout_talisma2019-12-16T08:37:35+05:30

Challenges

  • Collaboration between contact centre team and back of office teams to service customers
  • Lot of manual intervention is required to manage service requests involving multiple teams
  • Unified platform for managing customer communication channels like Email, Phone, Chat and SMS
  • No single view of customer available at the agent console

Solutions

  • Central system to manage customer queries, complaints and service requests.
  • CRM is integrated with Loyalty Management System to provide 360 degree view of customer.
  • Tickets can be worked on by different teams to resolve customer queries within defined TAT.
  • Solution is deployed as a SaaS offering to take advantage of cloud benefits like pay as you go and scalability.

Results

  • Better tracking of customer tickets between customer facing and back office teams.
  • Improved SLA and TAT with better agent productivity
  • Personalized communication using 360 degree view of customer.
  • Eliminated manual interventions to improve CSAT.

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    Talisma Corporation Private Limited
    Registered Office: Ground Floor, "Phoenix" - Magnificia,
    Vijinapura, Mahadevapura Ward,
    Old Madras Road, Dooravaninagar,
    Bangalore - 560 016, Karnataka, India.
    Phone : +91 (80) 69261222
    Web : www.talisma.com
    CIN No.: U72200KA2000PTC026639

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