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REF-OR-M Solution for Modern CX

Overview

The REF-OR-M solution for modern CX offers solution components for efficient customer engagement with service metrics, omni-channel case and SLA management, customer facing chatbots based on Microsoft Bot Framework, AI/ML-based targeting, personalization, sales management, and scoring for enhanced high-value interactions.

Empowering teams to deliver personalized and superior quality customer service, while understanding customers better and selling better

Challenges & Solutions

  • Win rate improvement opportunity: Size/Volume increase
  • Lead conversion rate increase

  • Support cost reduction
  • Decreased sales rep ramp-up time
  • Forecast accuracy/revenue visibility

  • Increase in employee engagement, satisfaction, and connections
  • Improved goal setting for sales team

  • Increase in case deflection via self-service portal
  • Decrease in case resolution time

  • KYC and compliance documents management
  • Customer accounts and products
  • Address details
  • Voice of customers

  • CRM reports and charts
  • Custom SSRS reports
  • Advanced search
  • Excel templates