The Next Applied
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When it comes to customer interaction experiences, hyper-personalization to satisfy individualized preferences and
speed of response are critical elements. Interactions must be easy, seamless, contextual, and Intuitive. Traditional
contact centers, suffer from lack of a true omni-channel solution which provides agents with cradle to grave visibility
of the customer journey, and create digital leakage when customers move or elevate between interactions.

 

Contact Center Providers



Unified Communications



Strategic Partnerships


Mphasis leverages our Next Gen Contact Center (NGCC) solution and strategic partnership with Kore.ai, the world’s leading enterprise conversational AI platform and solutions company, to incorporate the best of conversational and generative AI, analytics, and automation technologies into an AI-driven contact center solution. Our NGCC solution improves self-service, eliminates digital leakage, improves customer interactions and provides our clients with actionable insights all while reducing cost, improving TCO.

 

Rather than using a one-size fits all approach, Mphasis provides clients with industry leading Contact Center as a Service (CCaaS) solutions tailored to meet their vertical, and customer needs. We target pain points and turn them into opportunities for improving customer and employee satisfaction. Our solution approach reduces reliance on resource intensive, manual and laborious tasks, improves key performance metrics and offer client capabilities to engage customers when and how they want to interact and provide overwhelmingly positive experiences, because experiences matter.

 

Our Approach to Contact Center Transformation



What Kore.ai Offers To Deliver Business Outcomes


Kore.ai provides the platform, no-code tools and solutions that enable businesses to realize the value of Generative and Conversational AI and LLMs with the confidence of control, scalability, security, and compliance with policies and processes.

The Kore.ai Platform is made up of two capabilities :

  • eXperience Optimization - The XO capability of the Kore.ai platform enables consistent end-to end (E2E) customer and employee experiences from virtual to human assisted, from IVAs to full CCaaS.
  • GALE - The GALE capability of the Kore.ai platform provides the tools to build robust, reliable generative AI applications aligned to your business goals.

To extract value from XO, Kore.ai offers multiple paths.

  • Assist Solutions - Self-configurable and extensible, Assist Solutions leverage XO and accelerate putting virtual assistants to work in both customer and employee facing roles.
  • Express Onramps - These are simplified paths for non-technical users to build, deploy and rapidly get the value of XO for both virtual assistants and CCaaS.
  • Custom Solutions - For builders that want full control, the tools are there to build custom.