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With unprecedented demand pressuring call centers, tech-forward companies are looking for a flexible approach to modernization by accelerating automation and exceeding customers’ expectations… while lowering costs.
Introducing Intelligent Service Experience, PwC’s tech-enabled omni-channel, rapidly scalable solution, powered by Amazon Connect, Salesforce Service Cloud, and PwC Emerging Technologies.
Welcome to the Intelligent customer experience.
Empower your call center agents with personalized customer experiences using preserved interaction history, customer 360, sentiment analysis, machine learning and natural language processing.
Intelligently drive customers to digital experiences and self-service support models with conversational interactions
Next best action gives agents real-time call analysis and transcription to suggest intelligent offers based on buyer behavior
Ease of implementation using pre-configured data models to get connected rapidly and achieve accelerated time-to-value
Real-time omnichannel support so that customers can seamlessly interact with complete view
The customer 360 intuitive interface that gives call agents instant access to customer history and status
Optimized cost structure with automatic deployment and pay-as-you-go model, allowing savings on licensing fees, maintenance, and support
Virtual agents empower customers to access key customer information and purchase history
Scalability in shifting demand provides for rapid adaptability to variable call volumes during unpredictable events (e.g. emergencies, pandemic)
Ease of management Customizable real time and historical analytics on contact satisfaction, using machine learning for trend analysis