As true digital natives, millennials have qualitatively different behavioral and lifestyle patterns that are significantly affecting business priorities. Driven by their demand for immediacy and personalization, enterprises are in a state of flux and are veering towards building technology-driven solutions rather than products driven by organizational processes.
Using an omnichannel, customer-centric, approach; Mphasis provides key business indicators that govern interactions at every customer touchpoint to provide a more meaningful and interactive experience. Addressing this market segment is a key driver for most enterprises choosing to engage in a Front2BackTM transformation.
Our conversational solutions start with transforming the contact center through:
• Design-thinking led approach with millennials in focus
• Sharp focus on key business indicators
• Reference architecture
• Platform-driven approach across the sales funnel and customer lifecycle
• Focus on digital retention by leveraging best-in-class chat bot technologies or AI frameworks
• Zero UX interfaces and omnichannel-enabled infrastructure
• Artificial intelligence, machine learning, and advanced analytics
• Partnerships with a vetted suite of technology providers
• Optimization of existing investments
In addition to Contact Center Transformation, Mphasis offers the Next-Gen Service Desk. This is a user experience management solution that integrates every aspect of end user services and is managed through a unified view of the system.
