2020 was a challenging year however we continue to have much to celebrate. With digital transformation taking hold of the industry, customer engagement solutions – whether from request to closure, processing a loan, a claim or an order – are evolving at an even quicker rate. Businesses, more than ever, are looking for transparency, a holistic view of the company and the customer case and securely processing high-volume, omni-channel communications.
This emerging trend in 2020 has brought us many innovative new projects utilizing our extensive experience deploying modern, on-premise and cloud-based, end-to-end customer journey solutions. Our technology brings process improvement and new omni-channel communication strategies (inbound/outbound loop) for a digital experience, resulting in significant benefits and value for our customers with an increased ROI.
The newly implemented CCM strategies and approaches not only provide channel independence but also address the challenge of managing content, often left unmanaged, which is a critical factor in the success of any communications strategy. Content is shared across multiple communications and varies by touchpoint, delivery channel and technology. Such complexity is tackled by implementing a communication hub with a central Web Archive. Blockchain secured, it manages the entire enterprise content including video, voice, messages, pictures, documents and drawings.
Due to the rapid growth of channels, volume and complexity of unstructured mail, automated extraction of all relevant data as it enters the organization provides significant benefits as it informs and drives tasks and actions in your teams. Artificial intelligence and machine learning accelerates automation with self-learning user-trained data capture capabilities. The user-trained agent can automate your document workflow offering access to mission critical data and a seamless user experience. Such advanced technologies offer businesses insight through analytics, faster processing time and reduced operational costs.
The new digital reality requires focus on enterprise mobility, the digital workplace. Whether deploying business applications to your teams and customers or delivering state-of-the-art content, to tap the full potential of mobile for improving customer service and satisfaction, you need to do it right.
The New Year brings new opportunities. We can’t wait to work with you and achieve our goals together. Happy New Year!