BPO & Contact Center

Omnichannel BPM software for contact centers

With BPM software, convert transactions into valuable business information.

Paper-based business cases, digitized incoming mail, calls, e-mail, and chat: With our solutions, we help contact centers in 22 countries in 19 languages with the transformation and automation of their service processes. Our benefits: An omnichannel process platform, self-adaptive algorithms for the recognition of content (content analytics) and years of experience. Our software understands the messages and wishes of your customers – and puts them into action.

BPO - Contact Center: Get rid of data silos and media disruptions.

Get rid of data silos and media disruptions.
When in need of service, consumers may not use their telephone to contact your organization. They want the convenience to handle their problems by e-mail and mobile app or on the web. In reality, however, many contact centers only offer telephone services. The result: Service takes the time and effort of a lot of employees. Long waits and media disruptions result due to the manual entry of customer data into existing systems.
When in need of service, consumers may not use their telephone to contact your organization. They want the convenience to handle their problems by e-mail and mobile app or on the web. In reality, however, many contact centers only offer telephone services. The result: Service takes the time and effort of a lot of employees. Long waits and media disruptions result due to the manual entry of customer data into existing systems.

The Challenges

contact centers: in the service economy of the future, either an automated system or the customer will take care of routine tasks

In the service economy of the future, either an automated system or the customer will take care of routine tasks.

Manual handling will be limited to exceptional cases: Assistance and support services, complaint management. This forces service providers to replace siloed channel-specific service models of today (e-mail, telephone, and subsidiaries) with omnichannel service platforms.

Modern AI (artificial intelligence) and flexible IT infrastructures are the core of this change, because they can automatically differentiate a routine case from a complex individual transaction. Only in this way can you accelerate processes while lowering costs.

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Contact Center: an automated system will take care of routine tasks

What we do for you

  • Accurately differentiate routine transactions from special cases 
    Letters, e-mails, self-service, and mobile app: Service centers worldwide use ITyX’ software for the precise understanding of content and the urgency of service situations. Their services can be integrated, controlled and automated.
  • Multitenancy: One process platform for all customer touch points 
    All channels, all formats and all terminal devices: On our omnichannel AI platform, every touch point has been integrated where transactions enter processing (INPUT) and when they leave (OUTPUT). At each processing step, "events" can be defined at any time (e.g., interim reports to customers).
  • Automate how your experts handle knowledge 
    Knowledge management, input management, response management, web self-service: Our solutions are based on leading algorithms that learn the behavior of experts during sorting, searching, and processing. Your 1st level support benefits: The first contact resolution rate rises.
BPO + Contact Center: Have you already heard?

 

E-mail is – despite social media hype and mobile customer engagement – still the strongest growing touch point between companies and consumers. [Source: Deloitte Global Contact Center Survey]

42% of consumers expect a response within 60 minutes in case of a complaint. [Source: The Social Habit, Edison Research 2012]

Contact me.

My name is Dominique Jaritz. I am principal consultant at the ITyX Group. Please contact me at any time for questions regarding our products and solutions.

Dominique Jaritz, Principal Consultant ITyX Group

Dominique Jaritz


ITyX Solutions Inc.
37 North Orange Avenue,
suite 910L
Orlando, FL 32801
T +1 407 427 1553

E-Mail Dominique Jaritz

"Artificial intelligence is becoming the key technology that will combine IoT, processes and communication."

 

AI-Report, 2014

Stay tuned for omnichannel customer service!

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