As customer interactions and demands increase, organizations are pushed to serve complex customer requests promptly with empathy. As a result, employees spend most of their time handling high call volumes, leading to operational inefficiencies, escalated cost figures, low CSAT, and a shorter customer lifecycle.
Virtusa’s integrated CAI architecture provides automated response facilities to help deliver personalized information across channels and gather insightful data. Create personalized and intelligent omnichannel experiences using real-time data with CAI across products, services, and industries.
Key features
Virtusa constantly delivers an evolving suite of accelerators to drive business efficiencies to help its clients navigate their CX journey with its key accelerators:
- vForce Agent Workspace: Single screen interaction and sentiment analysis to drive next-best action
- vForce Video: Drag and drop widgets to enhance personalization and customer service flow
- Insight Live: Gamification and transparency from developers to management
Key benefits
Clients choose Virtusa to improve their costs, efficiency, and CSAT. Some benefits delivered:
- 50% increased agent productivity
- 50% increased cross sell and up sell opportunities
- 28% NPS boost
- 50% agent productivity gain
- 30% reduced AHT
- 30% increased contact center operation efficiency
