Through voice, email, chat, Web and Interactive Voice Response
(IVR), our five platforms are tightly integrated, and can share databases. For example, records created for a customer applying for a credit card can be used for providing an interactive voice based order status lookup.
Reporting and analytics can be performed across platforms.
For example trends in electricity bills for a specific store
location (from our Spend Management Solution) can be correlated
against customer surveys on the appearance of that store (from our
Customer Survey Solution). This helps clients review the trends in electricity consumption in context of customer preferences at each location.
Our platforms have been built to securely interact with external
databases and can receive live transaction updates from client
systems or from third party sources. For example, the IVR can check the status of an order placed by a customer in the company's inventory management suite, and also the status of the shipment from the delivery tracking system and replay both pieces of information for the caller.