Intelligent Contact Centre Automation
A real-life success story 
Real-time processing

For a major financial firm, with a fast-growing global customer base, Opsmatix has transformed its customer service capabilities and delivered enhanced operational efficiency across the business. The platform is deployed in the client's customer service centre, providing real-time processing of inbound communications. This has enabled immediate determination and intent of every message and attachments and provides a fully automated resolution capability. 

 

Complete operational oversight

The Opsmatix Case Manager provides complete operations oversight and escalation activities for every communication. It automates the creation of customer tickets in Salesforce, the firm's chosen workflow and ticketing system. The Opsmatix KPI dashboard shows in real-time the status of each communication, including time to resolution for individual customer enquiries and the operations team users.

Intelligent business automation delivered
  • A motivated and productive workforce 

  • Real-time, omnichannel processing of inbound unstructured messages, including email, chat, text, fax, pdf and documents.

  • Faster, highly accurate service, with fully trackable KPIs

  • Liberates operations staff to focus on higher-value tasks

  • Reduces employee churn rate

  • Trained & fully maintained AI by the Opsmatix team

  • Dramatically reduces the need for AI skills in-house

  • 24x 7x 365 operation – Uninterrupted business continuity

  • Radically reduces dependency on offshore contact centres 

  • Opsmatix API enables easy integration with third-party systems

  • Helps meet SLAs

Opsmatix in action 

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