CORTEX streamlines the customer service experience across various channels supported by the contact centre. This system offers a unified set of back-office processes, ensuring that customers encounter consistent and efficient service, whether they engage through IVR, chatbot systems, or directly with a customer service agent. A key feature of CORTEX is its ability to control the responses and prompts of IVR and chatbot systems, tailoring the interaction to meet each customer’s specific needs.
In addition to guiding customer interactions, CORTEX is adept at managing Trouble Tickets. It can not only raise new tickets on behalf of customers but also retrieve the statuses of existing tickets. This information can be presented directly to the customer or the Customer Service Agent, providing up-to-date information on the issue resolution progress.
CORTEX enhances customer support by accessing and presenting billing information. It can retrieve current invoice or account statuses from the Billing systems, making this information readily available to the Customer Service Agent and the customer. This feature is particularly useful for resolving billing and account management queries.
Furthermore, CORTEX can test customer services using a predefined set of tests. The results of these tests can be shared with the Customer Service Agent or directly with the customer, offering transparency and insight into service performance.
Customers interact with Communication Service Providers (CSPs) through various channels, from digital platforms like websites and mobile apps to traditional direct contact methods. These channels cater to customer needs, including self-service options, issue resolution, making payments, general inquiries, or placing orders. CSPs utilise contact centres equipped with Interactive Voice Response (IVR) systems, chatbots, and telephone support to manage these diverse interactions.
The key to successful customer engagement across these multiple channels lies in the consistency of the processes. CSPS must ensure that the quality and efficiency of service delivery remain uniform, irrespective of how the customer chooses to communicate. This consistency is not just about delivering the same level of service; it’s about providing a seamless and integrated experience that reflects the CSP’s commitment to customer satisfaction and service excellence.
Uniformed service delivery across various channels enhances the customer experience by reducing confusion and building trust. It ensures that customers receive the same accurate information, experience similar ease of transactions, and resolve their issues with the same level of effectiveness, whether interacting through a mobile app, website, or directly over the phone. This integrated approach to customer service is fundamental in today’s interconnected and digital world, where customer expectations are high, and service interaction quality can significantly impact customer loyalty and brand reputation.
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