Solution
Omnichannel Contact Center Operations
We unify routing, knowledge, and analytics into one operating model-so customers get faster answers and your cost per contact drops.
VALUE
Why teams pick this solution
Faster responses
Smart routing, prioritization, and WFM coverage reduce time to first response.
One customer view
Align CRM, helpdesk, and social inbox to break silos and speed resolutions.
Consistent voice
Macro libraries and KB governance keep tone and policy aligned across channels.
Scope
What we do
Queue design, SLA rules, escalation paths, and coverage planning
Knowledge base & macro design with version control and approvals
Social/DM and email orchestration, including crisis communication playbooks
Reporting & WFM cadence: SLA hit‑rate, TTFR, deflection, sentiment trends
Impact
Outcomes & KPIs
Lower time to first response and faster resolutions
Higher SLA hit‑rate and consistent coverage
Lower cost per contact through deflection and efficiency