A modern-day contact center has numerous moving parts, ranging from customer engagement applications, queuing and routing systems to CRMs and workforce optimization solutions. Running this complex ecosystem seamlessly and harmoniously is critical to reducing customer effort and delivering world-class customer satisfaction. However, the industry lacks a platform that binds these different components together synergistically.
Backed by a stellar award-winning journey in orchestrating superior customer experiences for more than two decades, we bring you “Movate Edison”– the definitive CX Transformation Platform. Movate Edison is an end-to-end technology platform that ties together customer services’ three essential pillars: 1) elevating customer engagement, 2) driving intelligence & insights, and 3) amplifying associate/engineer productivity.
Movate Edison: Key modules
Its modules leverage cutting-edge technology, including AI, cognitive RPA, analytics, and augmented reality, to deliver customized solutions for clients, and ensure tangible business benefits for them. Here’s a look into the modules.
Movate Edison: Key services
Here are the top 4 offerings from the digital CX platform.
Translation services: Movate helps our clients connect with more customers than ever before. Leveraging internal tools and best-in-breed technologies, Movate offers real time digital translation services in over 100 languages. Language translation has broad applications across CXM processes. In customer service and tech support, it helps in supporting global customers who speak different languages, supporting non-English speaking customers with complex tech queries. Language translation empowers associates to talk to any customer they can best support, improve operational productivity and associate performance.
Allow English, Spanish, French or other native language speaker address customers just about anywhere through Movate’s fully tested and optimized translation solution.
Advanced self-service solution: Now benefit from hassle-free support. Are your customers struggling to find the right information to resolve their queries amidst the maze of information on your digital assets? Make self-service easy and reduce customer effort with Movate Edison Self Assist, a comprehensive AI-based modern self-service solution. It assimilates relevant information from multiple data sources such as websites, KBs, user communities, and self-service sites.
The solution simplifies the information retrieval process with intuitive and interactive interfaces.
Intelligent virtual assistants: Benefit from seamless 24/7 support. AI-powered bots have advanced self-service to the next level with automated and more natural customer interactions. But static and scripted bots can leave your customers more frustrated than empowered. Movate Edison Virtual Assist is a powerful virtual assistant built on advanced conversational intelligence and natural language engine to deliver contextual, intent driven and empathetic customer experience.
Integrated with all digital channels, it learns and picks up patterns from every interaction, understands customer intent and sentiment, engages in interactive dialogs, and answers complex questions, while keeping the conversations people-like.
Unified actionable view: The voices of customers (VOC) matter. Customers today expect brands to deliver hyper-personalized and contextual experiences, else they are quick to switch brands. What if you could understand your customer sentiment better, preempt and fix their issues in real time, identify if they are at risk of churn and take necessary steps proactively? Movate Edison Customer Insights is an advanced analytics solution that gathers VOC from calls, chats, emails, digital footprint, social media activity, surveys and their buying behavior to create actionable insights in real time.
Customer service leaders can use these insights to power superior customer experience, improve products and processes, and drive associate experience.
Movate Edison has CX patents ranging from predictive routing to automated AI-based and cluster-based customer service resolutions; and covers all business scenarios for both B2B and B2C organizations.
Powering associate experience
Modern contact centers are beehives of activities with the associate in the center of all the action. They have to handle case after case with the utmost care and efficiency. The demanding work and a lack of the right tools can impact their performance and may even lead to burn-out.
Equip your associates/engineers with Movate Edison Associate Assist, their own conversational virtual assistant that guides them intelligently through the resolution process, augments their experience and increases their potential.
Enterprise & consumer support
Leverage the platform for a consistent and personalized experience across all channels of consumer interactions. Movate Edison helps enterprises to simplify their complex technology support ecosystems. The team’s expertise across the enterprise ecosystem drives superior customer experiences, operational efficiencies and competitive differentiation.
Contact us for more information on deploying the platform for enterprise support and consumer support.
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