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Businesses today need to address individuals, not a crowd. The frontier of excellence is digital, where millions of ones are served at scale.

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Continuous improvement is non-negotiable for delivering value to your customers. Take apart, cutout, reorder, and automate as needed.

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End-to-end service design and implementation that anticipates industry trends in data, digital, and cloud.

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Emerging future of software, embedded or served, that changes how we use everyday objects. Or entirely new conceptions of devices.

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Salesforce

Prodapt enables businesses to transform customer engagement and deliver best-in-class service with personalized experiences using Salesforce platform.

Cloud & Data

We enable faster adoption of cloud technologies and transform your businesses through a full spectrum of services including cloud advisory.

Media & Entertainment

Prodapt's media and entertainment services help service providers deliver content, enhance experience and improve commercial operations.

Semiconductors

Our expertise spans multiple domains, including IoT, 5G, AI, cloud, and ADAS. As a trusted partner, we work with Top Tier clients worldwide and have experience with advanced nodes such as 3nm.

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Prodapt’s solutions place your product development on the secure DevOps track, offering Generative AI -powered performance, reliability, and monitoring.

Fiber

Fiber Internet providers are racing to expand networks and accelerate business growth.

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Prodapt's consulting and ServiceNow implementation expertise gets the results faster - accelerating digitization.

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SUCCESS STORIES / Digital Customer Experience

Being heard at the right time leapfrogs customer loyalty

Adopting innovative digital solutions for contact center operations results in happy customers and agents

Background

In today’s fast-paced world, customers reach out to the contact center to resolve their problems. However, contact center operations are expensive, often deliver inconsistent customer experience, and sometimes, generate negative customer sentiment.

Businesses that deliver such experiences are most likely relying on decades-old contact center operations that are reactive, complex, and inefficient. They fail to foresee the circumstances that lead to high call volumes.

Modernizing and transforming the customer engagement ecosystem is imperative to deliver reliable customer service and inspire long-term loyalty.

28% improvement in the contact center NPS

36% reduction in call volume

30% reduction in the operational expenses

32% 32% in agent productivity

Client Situation

A leading communications provider in the US was struggling with high call volumes and costs, and the Covid-19 pandemic further led to an unprecedented spike in call volumes.

As call volume skyrocketed, it became difficult for their contact center agents to handle customer queries quickly and efficiently. This has resulted in poor customer experience.

In this demanding situation, the client wanted to respond to the customers faster, reduce customer complaints, and reduce agents’ workload.

Prodapt's innovative solution created a resilient and personalized contact center that surpassed the expectations of customers as well as the agents.

Diagnosis

We realized that minimal adoption of digitalization in the contact center by our client led to longer wait times and poor experience. While attending the customer calls, agents had to navigate through several disconnected systems to access customer information. It took longer to resolve the problems and the first-time resolution rates plunged below 50%.

The agents lacked the necessary tools to identify the reasons behind customer calls proactively. It impacted their ability to serve customers faster. In addition, agents’ efficiency was going for a toss due to an ineffective performance monitoring system.

The above challenges in clients’ contact centers were leading to high call volumes, poor customer experience, and high operating costs.

Solving It

To address the issues and improve customer experience, the client joined hands with Prodapt. We leveraged digital technologies to improvise their traditional contact center.

We provided an AI-powered interactive technology that empowered the customers with a self-service interface rather than waiting for a customer service agent. Our ML-based solution enabled the customer to choose alternate digital channels, which provided lifelike support with virtual agents and turned conversations into insights.

Customers were served faster and with timely responses through the AI-powered agent support system that improved agent intelligence and productivity. The agent support system gave agents access to 360° view of every customer, and the contact center dashboard provided proactive recommendations on the next best actions to serve the customers faster. This solution humanized the contact center experience.

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