Insight 2 Value offers Business Automation solutions for Telecoms and Media companies based on IBM’s Digital Business Platforms and IBM Watson Services.
I2V provide solution that are designed to ensure organisations take advantage of emerging technologies to automate, streamline and prioritise customer interactions and as such tackle the challenges of customer churn inherently associated with poor customer service.
Customers – no barriers to making contact. Enquiries can be made 24/7 and are dealt with seamlessly across multiple channels – from chatbots, email, phone, web forms, social media to postal mail.
Portals and Mobile Apps available to instantly see the status of their enquiries, complaints or requests and critically get real time updates and continue to communicate to ensure a successful resolution.
Customer Service teams – insight into everything they need to resolve an issue with a case-based approach, access to all the required information, all inbound communications into one in-basket, suggested task and processes to follow.
Ensure your teams tackly the more stimulating work as mundane and repetitive tasks can be managed with robotic process automation and AI.
Managers – workloads of customer service staff can be managed effectively, decisions can be made correctly, defensibly (with an audit trail) and in line with and defined Service Level Agreements.
Ensure consistency of decisions and actions by utilising Decision Management Engines to easily define and manage complex rules taking the guess work out of you teams hands.
Business transformation teams – insights into how the business is performing, adjustments to processes can be easily implemented without burdening IT departments, ability to focus in on resolving the root causes behind queries, complaints and attempted fraud.
