Multi-channel contact centre
Deliver frictionless personalised digital services that drive the best customer and agent experiences, across any channel. Achieve this much faster and with less effort for all.
Contact Centre agents and customers are increasingly constrained by labour-intensive process across lots of old complex systems and limited or disjointed digital capabilities.
Contact Centre operations urgently require a smarter capability to rapidly deliver frictionless, personalised, simplified, digital interactions, and multi-channel experiences.
We solve these challenges by connecting and augmenting your people and technologies: without the cost and effort of replacing core systems or creating new bespoke digital services.
How we automate and digitise multi-channel Contact Centre smarter
Our capabilities are continually proven in 12,000 seat Contact Centre environments handling 200,000 daily calls.
TrustPortal Contact Centre Automation is a no-code, SaaS-based layer. It intelligently orchestrates multi-vendor software robots, TrustPortal’s MiniBots, digital, AI tools and agents in real-time as an augmented digital workforce.
Working together, this digital workforce rapidly automates, digitises and transforms end-to-end processes. These fuel front-office and multi-channel operations. This is achieved irrespective of the number, age, or complexity of existing systems.
We hugely enhance agents’ interactions and productivity across traditional telephony channels. Customer self-service interactions are also supported via the most convenient channel including web, mobile, chatbots voice recognition and more.
Key benefits
Accelerate services, lower costs
Achieve 65% faster service completion times, 100% call reductions through self-service and 30% reduction in operational costs
Enhance customer experiences
Increase self-service levels with simplified digital journeys and less effort across all channels to generate +5 CSI & NPS scores
Enhance agent experiences
Robot-guided, real-time dialogues and interactions raises agent productivity and satisfaction, lowers training time from months to weeks and churn from 30-10%
Maximise technology ROI faster
Integrate augment and extend scope of existing technologies to deliver ROI in months: at 10% of the cost of traditional approaches
Here’s how our customers are transforming contact centre operations
“Customer care is our obsession. Quality is our obsession. Human workers working hand in hand with digital workers is the way we’ve transformed our customer care areas. Our people feel their work is better with digital workers and the results are incredible.”
JAVIER MAGDALENA
Director of Automation and Process Simplification Telefónica
Over 30% operational costs savings delivered in 1 year
“TrustPortal intelligently orchestrates our virtual workforce, co-working with our advisors to transform over 40 front -office processes, into faster, more efficient, higher quality services - across multiple channels.”
NIELS ROBERTS
Chief Information Officer EDF
“TrustPortal enabled 50% time reductions to manage complex claims activities which were transformed into faster, more efficient, higher quality services"
Our unique features
Intelligent real-time orchestration of multi-vendor robots, MiniBots, Chatbot and AI services. Together, they rapidly automate and digitise front-office, multi-channel operations and end-to-end services.
Capabilties are delivered to agents and customers via robot-guided, real-time dialogues and interactions. Presented as sophisticated, intuitive digital user interfaces, they are intelligent, contextual and consistent, across all channels.
Robots instantly create customer relevant 360 view information provided to agents, in the right user interface, at the right time, per task. AI tools can be embedded in user interfaces: further equipping agents with predictive analysis to solve issues.
Customers can self-serve through via the most convenient channel, or even switch across multi-channels, with the same process being supported. Customers also guided by the same robots servicing agents, so they immediately support any part of a process, across any channel.