Contact Center Automation -iCONTACT

Contact Centers face ongoing challenges such as high attrition rate, increasing customer expectations, and low employee engagement.

Coforge’ next-generation Contact Center framework adds artificial intelligence to the core traditional contact center, helping to channelize inbound and outbound calls. Using Natural Language Processing and speech recognition, iCONTACT replaces IVR functionalities to provide context and personalization, resulting in increased efficiency and an enhanced customer experience.

Benefits:

  • Reduce load and increase operational efficiency of live agents
  • Customer delight through consistent treatment every time
  • Gain control over voice, accent, and tone in which you want to greet your customers & resolve the queries
  • Reduce overall operational costs
  • Achieve 24 X 7 X 365 customer service times
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