Handling roughly 15 million calls per day for 50 million subscribers, the cost of customer call centers is increasing exponentially for service providers. Despite this, the wait time for subscribers on IVR is on the rise too. This growing need gap has led to the introduction of self-care applications. However, a big challenge remains on the usage since most subscribers are habituated to call up the operator’s help line number instead of searching for a self-help app installed in their own device.
A smartphone acts as the primary touch point for most subscribers to their operators. Mobile operators have realized the potential of this connect and use it as a channel to deliver real-time updates and personalized purchasing options and innovative offers.
Mobile Self-Care is an integral part of our Customer Experience Management (CEM Solution). We offer the following services in CEM domain.
ISON has implemented its proprietary, patent pending Call Deflection solution. The solution intercepts the call at IVR level and automatically invokes the application or specific screen of the application. It empowers customers to solve their product-related queries in minutes while drastically cutting down the operator cost.
The ready to deploy solution can be implemented with various enterprises like communications service providers, banks, microfinance institutions, insurance companies, travel and hospitality, utilities and government sectors and others. The solution helps enterprises and contact centers reduce the number of agent hours while empowering the end-customer more than ever.
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