The outbreak of Covid-19 pandemic transformed the way brands and customers traditionally engaged with each other. The only mode of interaction that remained during the pandemic-induced lockdowns was digital. As digital interactions touched record highs, it appeared to become an uphill task for businesses to ensure flawless and glitch-free communication. While it was easy for customers to shuffle their digital modes of interaction, it wasn't that facile a job for the brands.

A number of businesses, as a matter of fact, stood firmly despite the challenge and bolstered their infrastructure to ensure that not even one customer was gone. Also, customers today want to do it all by themselves, hence prefer DIY tools and consistent experience across channels. With thoughtful integrations of new-age contact centre solutions, businesses ensured element of interactivity to make the communication a two-way street. From live phone calls, chats to emails and social media, the customers have been made in charge of the action, and such practice is yielding favourable results. In a bid to resolve their issues themselves, the customers prefer proactive resources and information, which is intrinsic to their experience.

Reaching out

The rapidly evolving ecosystem makes it a prerequisite for businesses to first of all ensure that customers can reach out to them at any stage as per their time, preferred platform and comfort. Therefore, taking an omni-channel approach is sacrosanct for any business that looks at scalability. To enable businesses avail a one-stop solution for this purpose, we introduced CXInfinity, which puts at the fingertips of customers different routes to connect, such as phone, chat, e-mail, text, social media or any other communication channel.

It further allows businesses to give support to the customers from first interaction till the end of the whole customer lifecycle. They can connect all their data sources and then rely on Artificial Intelligence (AI) to bring up customer information and relevant knowledge base sections automatically, thereby enabling agents to respond with the right answers instantly.

Following thorough research and development, we have identified the specific needs of businesses and offer the most appropriate solutions. For example, the Unified Solutions that we have been offering allow businesses to empower their customer engagement agents with 360-degree information of the customer, so that they can deliver a personalized and satisfying customer experience.

Seamless integration

But where really does the personalization start? It starts with seamless integrations, for it gives customers a better experience. Through third party integrations, systems can be brought together while leaving agents with the scope and time of engaging in conversations with customers. With us, businesses can integrate and unify the experience of their existing contact centre platform such as Genesys, CISCO, AVAYA etc.

Another way in which we have been helping businesses thrive and grow in the hypercompetitive market are AI chatbot solutions, that offer human-like assistance in real-time on a 24x7 basis, drive more leads and eventually increase sales. One can start instantly with pre-built bot made specifically for their enterprise. The business-optimized bots with predefined intents and in-built integrations ensure productivity, right from the word go.

Considering that the cost of acquiring new customer is continually on a rise and so is the attrition rate, the idea should be to ensure long-term customer retention through tailored as well as personalized assistance across channels. Also, there has to be a need-based mix of both bot and agent, as per the query or requirement of the customers.

When a business adheres to automated workflows and integrated workflows, it helps in reduction of cost while simultaneously ensuring seamless operation. That said, another significant yet often skipped element of customer engagement is self service. At NovelVox, our complete product portfolio banks of the principle of self service, as it makes the customers feel empowered.

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About Amit Kumar Gandhi

Amit Kumar Gandhi is a young and an enthusiastic entrepreneur who is a tech-savvy individual with business acumen. A stalwart in the domain, Gandhi has experience of over 21 years in software applications development, of which nearly 16 years were in Contact Center Software Applications and integrations. He embarked on an entrepreneurial journey with NovelVox over a decade ago and thanks to his penchant for technology and innovation, he continues to play an instrumental role in the technical design and architecture of the company's product line.

Instead of vying for monetary or commercial success, Gandhi followed a life mantra of doing the right thing that one believes in, with perseverance and integrity. Over the past two decades, Amit has built trusted relationships with colleagues and partners based on transparency, world-class product, and service delivery.

Gandhi pursued his M. Tech from in Internet & Web Computing from Australia's reputed RMIT University, following which he served as a software developer in the country for a few years. In his own words, the influences in his life come from the likes of great individuals such as Bill Gates, Barack Obama, Sunil Mittal and Anish Shah.