Advising and building great customer and employee experience in all communication channels
Our ambition is to build the best communication channels for our customers’ services so that they can communicate with their own customers on every communication channel where they would like to meet them. Equally important is to offer your employees tools which are easy and fun to use.Personalized multi-channel communication with customers requires combination of several services where needed integrations to back-end systems and data sources are available. This makes sure that all needed information is easily available when a customer is using a digital self-service or when someone is assisting them on a service channel.
Our solutions are integrated together so we can provide a broad fully functional customer service and communication solution, or they can be delivered on their own.
Head of Customer Service Area Solutions, Tietoevry Create
Key benefits for communication solutions
Omnichannel service experience
Our experts will help you to create great customer experiences on all service channels.
Personalized services
We help you to build personalized services like Virtual Assistant on your web pages and give personalized customer experience when they contact your company in different service channels.
Boost customer and employee satisfaction
Customer experience is a combination of all customer contacts. We help you to plan, design and build customer journeys that will increase your customers service experience.
Key features
Contact Center as a Service
Our Contact Center solution is the global market leader Genesys, which has all contact center functionality needed for serving customers such as omnichannel customer communication, mobile user support, outbound campaigns and workforce management. We enrich it with our authentication service, video meeting and scheduling service, just to mention a few. Modern cloud-based services enable us to leverage the latest technologies for our customers.
Meeting Scheduling
Meeting Scheduling solution adapts well into different types of customer journey. Our solution has an easy-to-use user interface, high security requirements and it can scale to high service volumes. It's offered as a SaaS model and it has functionality such as O365 calendar synchronization, automated confirmation and reminder messages, advanced agent competence management and great business rule configuration possibilities.
Video meeting
Video Meeting has high-quality video and audio channels combined with extensive browser support for mobile users. Customer service agent has good control functionality such as screen sharing and chat. Broadcast meetings functionality gives possibility to have large audiences in a meeting while giving the organizer full control of the meeting. Video Meeting is offered as a SaaS service, and it is easy to integrate into other digital services.
Screen sharing
Screen Sharing gives customer service a possibility to easily assist end customers since they can see what web page customer is on and what they are trying to do. This makes the customer support process a lot faster while also improving customer satisfaction. Besides screen sharing there are also many other functionalities that help customer service personnel to assist end users and it can be used as an independent solution.
Conversational AI Virtual Assistant
Virtual Assistant can be used in company´s internal and external services. Our partner Boost.ai AI based technology is scalable, easy-to-use and includes advanced NLP/NLU features which enables building advanced conversational interaction without human assistance. Virtual Assistant has many premade integrations into other widely used solutions and new integrations are easy to build.
Read moreConversational AI Voice Bot solutions
Virtual assistants can also be used in a voice channel, and they work well even in smaller languages such as Finnish. Same easy to use Admin user interface which is used in building text based virtual assistant can be used also while building voice interactions. Natural language understanding gives your customers a chance to speak freely and resolve their issues in the same way as if they were speaking with live customer service.
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Key technologies
Genesys
Genesys is a Forrester recognized market leader in the contact center business area. Tietoevry has co-operated with Genesys over 20 years and we build solutions on the top of Genesys Cloud and Genesys Pure Engage platforms. Genesys Cloud is an easy-to-use all-in-one customer engagement and employee management solution. You can utilize its seamless omnichannel capabilities to reach and be reached by your customers.
Vonage
Tietoevry partners with Vonage in building high quality video meetings for our customers. Virtual meetings require high quality sound and visual connections, good visual navigation tools and solid technology that Vonage can provide for us. It is also very important that video meetings can be part of the desired customer journey that our customers want to provide.
Boost.ai
Virtual Assistants require very good natural language understanding capabilities in multiple languages on both text and voice channels. It is also very important that the solution is easy to train and it can be integrated into external solutions. Boost.ai is a market leading technology in all key areas that are needed in building great customer experience into Virtual Assistants.
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