Contact center is the new brand ambassador of an enterprise, especially in today’s era. What seems to be an inevitable shift in preferences is that customers are leaning more towards digital services, emphasizing digital omnichannel experience. This paradigm shift has increased the importance of omnichannel capabilities more than ever before.
At SJM, our contact center services are led by omnichannel experience for hyper personalization towards the needs of Millennials, Gen Z and Baby boomers and built around the ecosystem of Automate Everything®, Cloudify Everything® & Transform Customer Experiences®. We specialize in pull based omnichannel services that deliver a consistent experience, quicker resolutions with zero queues while leveraging the optimal combination of human-bot support for self-help or assisted resolutions. Our intuitive tools, AI and analytics and technology innovations help drive seamless transitions between various communication channels to enhance personalization and elevate experience through empathy rich contextual interactions.
We visualize futuristic contact center as the new talent factory of the world and being a digital native organization, our vision is to pioneer the next gen framework for enabling employees to work from home and hybrid environments, thereby creating a truly ‘Engaged Anywhere Employee’. Omnichannel interactions helps the agents working from a remote location get 360° view of the customer and focus dedicated efforts on providing effective resolutions and this in turn enhances both productivity and CX to endorse contact center agents into smart advisors riding on the back of analytics.
Our resolute focus on Automate Everything® & Cloudify Everything® methodology has helped us define a WFH- Orbit Platform on cloud for empowering a gig workforce across the globe based on the concept of digital empathy and ML interventions.
Our futuristic contact centers specialize in delivering uninterrupted, personalized, swift and almost real-time resolutions providing seamless customer engagement for superior experience that can thrive in disruption times.
Ensuring sustainability driven technology and hyperautomation to deliver optimal cost benefits that supplement its coexistence with the current set of investments enabled by a pay-per-use cloud model, plus employees’ choice of channels we help drive cost and business value while offering process efficiency and technology resolutions par excellence.