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We help our clients become modern digital organisations by combining the latest technology with people, process and data.
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Discover how an offshore-onshore hybrid collections model achieved 41% monthly savings and increased digital payments by 87%.
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Experiencing a rise in customer complaints and churn? Are customer support channels unable to satisfy customer demands?
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A global transport company that provides on-demand, same-day and advance-order delivery services by connecting users with delivery drivers via mobile and web apps.
The client needed to bring consistency to its technology infrastructure to realise economies of scale, improve customer experience, establish a single source of truth for data and minimise disruption to existing operations. The existing startup architecture was no longer sufficient to meet these requirements, necessitating the implementation of a unified technical solution.
Probe CX proposed a highly structured and controlled approach that involved transitioning all operating regions onto Genesys PureCloud 3, Knosys Knowledge Management System (KKMS) and its own 'Voice of the Customer' (VOC) analytics program.
Genesys PureCloud 3 was to improve omnichannel communication, KKMS for standardising processes and the VOC analytics program for improved customer insights by migrating voice channels to web chat.
To address the complexity of the project, which involved engaging existing telephony/chat providers, local carriers and multiple vendors, Probe CX's skilled deployment team devised a global procurement roadmap. They collaborated with key vendors, leveraged internal IT expertise and engaged multiple stakeholders to ensure a smooth transition.
The implementation of Probe CX's unified technical solution yielded significant benefits for the client, including:
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