Faster Case Resolution
Increased Customer Retention
- Customer support via unified channels.
- Interdepartmental collaboration.
- Lack of incident insights.
- Unavailability of workflow.
Evoke Technologies implemented a centralized CSM that helped unify communication across various departments.
- Implemented and configured omni-channel customer support.
- Designed and configured intuitive work console powered by unified data management.
- Self-help enabled with automated knowledge creation, modification, and update.
- Automated case routing, tracking, and reporting with ServiceNow AI/ML.
- Virtual Agent coupled with NLU (Natural Language Understanding) and integrated with MS Teams.
- Integrated Net Promoter Score (NPS).
- Improved customer retention rate by 50%.
- Greater insights with simplified case management, case routing, and tracking.
Agent Workspace, Virtual Agent, Self Service Portal, Knowledge Management, Predictive Intelligence, Performance Analytics
Industry: LEGAL SERVICES
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U.S.7106 Corporate Way
Dayton, OH – 45459, United States
IndiaB1 Mariner Block, The V-Ascendas IT Park, Plot No 17, Software Units Layout,
Hyderabad, Telangana 500081