+91-98404 82525 info@edottechno.com

Customer Centric

A true “brand experience” is created when businesses deliver Unified Customer Experience across all channels (agent channels, telephone, email, chat, social media and web self-service) and touch points.

In this highly connected world, eDot ensures that your customers experience the same context of interaction, as they move across channels. Our next generation customer experience solution empowers your employees to have comprehensive historical knowledge of each customer, resulting in intelligent interactions.

Our Expertise

  • Customer Experience Consulting.
  • Call Center Strategic Assessment.
  • Interactive Voice Response-enabling customers to access and manage their own service experience.
  • On-demand and Cloud Contact Centers- Deploying contact centers and home agents without boundaries to improve satisfaction.
  • Voice of Customer Solution- Speech enabled automated survey solution to provide insights into customer sentiments.
  • Interactive Notification System- Intelligent information delivered in the Right Channel, at the Right Time, Every Time.
  • Password Reset Solution.
  • Voice Authentication for Commercial Applications.

What we do

  • End-to-end Customer Experience solutions and services.
  • A proven track record in assisting large and small contact centers in agent optimization and reducing total cost of ownership.
  • Delivering better customer interactions based on predictive Customer Service Analytics.
  • Compelling Set of solutions to excite your customers: cutting-edge solutions that will help to treat each customer uniquely.

Customer Experience

Enterprises are looking for industry best practices, benchmarks, technology directions, and roadmap and implementation experts to move their customer experience practices to next level. These decisions are crucial since this will affect the entire organization and are also capital intensive.

Our Customer Service consultants work closely with clients to build world class differentiation Customer Experience. eDot's unique assessment methodology, refined over the years, help us to conduct and deliver an extensive analysis:

  • Integrated Self Service System.
  • Roadmap to implement customer experience process improvements.
  • Implement voice of customer program and Net Promoter Score (NPS).
  • Contact center operations.

The top issues that contact center managers are facing today are managing multichannel customer experience, driving operational efficiency and cost savings and transitioning to a cloud based contact solution. We would be conducting a structured review of call centers. A detailed analysis of workforce management, contact center protocols, training, system configuration and data system would be carried out.

Our Assessment services

  • Developing or refining contact center strategy, and implementing multi-channel customer experience.
  • Assessing current contact center operations, technology and develop a roadmap.
  • Tracking the Right KPIs using 25 key performance indicators.
  • Fine tuning automated self-service systems.
  • Measuring Performance using scoring schemes.
  • Assessing System Integration needs.
  • Optimizing key contact center business processes.

What we do

  • Onsite and remote assistance throughout the implementation process.
  • Equip with tools and information, to manage the system going forward.
  • Help to Achieve reasonable cost-to-serve, through consistent approaches.
  • Dedicated Project Team for the entire duration of contact center implementation.
  • Additional support resource during user-acceptance testing.
  • Fastest Implementation rates in the industry.

Managed Services

While you keep your eyes focused on your customer, eDot helps you in sustaining high service standards day in and day out.

With rapid advancement in contact center technology, contact centers face challenges like managing complexities and costs, proper resources to support the environment. eDot ensures that your contact center is functioning, fully optimized and fully utilized on a daily basis.

Our Services

  • Application Health Check to remotely review application configurations and provide recommendations.
  • Patching Updates Remote updates and new updates applied on a regular basis.
  • Global monitoring to ensure maximum system uptime and business continuity.
  • Servicing in areas related to change management, service request management, patch and release management, monitoring services, hosting services, continuity services and performance management.

What we do

  • Proactive monitoring and support of your Contact Centre infrastructure to maximize your performance.
  • Quick resolution of issues, along with system updates and upgrades and a knowledge base with information and training.