Covid-19

The Contact Center Challenge

Voice + Digital + Automation = Conversational Customer Engagement for the New Normal
We’re all searching for answers – there is always uncertainty in business, but we’re seeing unprecedented levels of disruption and panic as a result of the global Covid-19 pandemic. Travel plans, event cancellations, home working are all taking their toll on businesses. The resulting heightened need for information and communication is stressing infrastructure to breaking point. The delays in being able to resource your customer requests are understandable, but provide a poor customer experience.

Koopid helps by introducing conversational automation. With the help of Artificial Intelligence (AI), we are able to:

  • Reduce queues and frustratingly long wait times
  • Reduce unscheduled inbound call peaks
  • Assist your callers to get what they urgently need
  • Deflect inbound calls to digital – to serve customers faster and better
  • Create outbound automation – to proactive advise and steer customers to the digital service they need
Adding these services, overlaying your existing contact center infrastructure, today takes a matter of hours not months, leaving your customers feeling positive about your business’s ability to meet them the way they want to be served. Koopid has got your back.

How Koopid Helps

Contact Center Digital Overlay

Deflect from static IVR options to a dynamic, visually engaging experience on the smartphone. Build on the fly FAQ’s that respond to today’s issues

Resolve customer issues through conversational self-service

Accelerate customer resolutions through personalized self-service workflows on mobile, web, chat and voice.

Rapidly create and deploy meaningful and contextual experiences

Drag-and-drop tool for specifying customer experience workflows with a customized look-and-feel to be consistent with your brand

Why Koopid for Contact Centers:

Koopid was born from a simple premise:
  • That a business and its customer should engage in a transparent and persistent conversation.
  • That interaction silos – voice, chat, digital self-service, IVR, chatbots – should be consolidated into a single, elegant paradigm.
  • That it is time for AI-powered Customer Experience Orchestration – a radically simple architecture for the modern Contact Center.
Koopid’s patent pending Customer Experience Orchestration Platform blends sophisticated self-service workflows with live interactions. Design and deploy experiences rapidly and optimize customer journeys using built in A.I algorithms. A high-performance database persists all interaction context, self-service data and live conversations, enabling sophisticated visualizations and machine learning optimizations. Setup smart transitions from self-service to live service using a sophisticated rules engine. Integrate with existing contact centers using built in telephony integrations. Connect CX workflows to CRM and Helpdesk systems for end-to-end service integration. Koopid delivers Customer Engagement on Steroids in these challenging times