Technology Services

Contact Centre Technology

Customer expectations are changing and changing fast. Keeping up with the pace is hard, especially when the consumer has never had so many easy ways to access competitive choices.
Working in partnership with Webhelp, you will have access to the latest Contact Centre Technologies. With us you can meet and exceed the needs and expectations of your customers. No matter when, where or how your customers reach out, we make sure you are also there!

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Automation

Automation is making the difference for great customer services. The increasing use of digital assistants shows customers are keen to engage with automated services, but only when they are well designed and provide impactful services.

Thanks to our experts and proprietary solutions, you will benefit from the concrete cost savings that automation provides while also ensuring your customers are looked after the way you would like them to be. At Webhelp, automation is designed for humans.

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Digital Tech

Technology is ever evolving, requiring flexibility and agility, making it difficult for businesses to keep up with the transformation pace. We invest in digital technologies, developing digital skills within organizations, whilst enhancing these with specialised divisions such as: PitechPlus, MyStudioFactory. For Mobile or Web applications, accessibility to our technologies and expertise means you will keep the pace when the competition falls behind.

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Webhelp has built a portfolio of solutions & services supporting BPO activities and Consulting practices

Digital Technology services:

  • Consulting services: Digital strategy, UX/UI design, solution architecture
  • Web and mobile app development: Front/back end
  • Custom software development
  • Application maintenance

Contact Center services:

  • Omnichannel / multichannel
  • Business Messaging
  • CRM integration
  • Infrastructure services

Automation & AI service:

  • Virtual assistant
  • Robotic Process Automation
  • Speech Analysis
  • Voice bot
  • Machine Translation

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Consulting Services

Transformation Program Delivery

New technologies and channels, cost pressure, and agile competitors. There has never been more pressure on transformation programs to deliver. We align your transformation agenda with customers, colleagues and partners. Not only do we achieve your objectives but we enhance the capabilities of your team to enhance and sustain change. Our approach, grounded in over twenty years’ real-world experience, will help you deliver tangible benefits.

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Digital Strategy & UX

Our Digital Strategy & UX expertise will help you define and design your own digital vision, creating web and mobile applications that maximize customer satisfaction and business benefits.

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Customer Journey Design

How well do you understand the complete journeys taken by your customers?
A customer journey approach helps you deliver improved service to customers, and greater value to your business.
It leads the way to broad business benefits, removing activity your customers don’t value, delivering a seamless omnichannel journey, and ultimately delivering a best-in-class customer experience.
Customer journey design and transformation is the key to sustainable success and competitive advantage.

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Analytics & Managed Services

Customer Services. Insight.

Using leading edge Customer Insight tools, our data engineers and analysts discover the “What” and “Why” from previously siloed data and deliver actionable recommendations to improve and sustain Customer Experience.

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Customer Services. Analytics.

A huge amount of value can be found in customer, contact & operations data that is often left untapped. Our data scientists use AI to analyse trends and patterns in customer behaviour. Predictive Analytics models enable your business to forecast “What will happen” and helps to decide the next best action to take in your operations and with each individual customer.

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Customer Services. Operations.

Using analytics to drive operations and customer improvements ensures your business can be more agile and adaptive in the face of rapidly changing and evolving customer demand. Our seasoned operations specialists work alongside your in-house teams, with a relentless focus on performance improvement, ensuring change is both high-impact and long lasting.

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Customer Services. People.

We are a people first company. We believe when you put people first everything comes alive. This is how we make business more human.

Finding, recruiting, training, developing and looking after the right people for your brand and your customers is what we do. Our experts and exceptional services will take the stress out of all your recruitment needs.

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A tiered approach to driving value from data

Analytics

  • “Looking forward” – WHAT WILL happen – predicting future performance and customer behaviour
  • Digging deeper into contact data to identify root causes of issues
  • Quantification of opportunities to transform CX
  • Change professionals to deliver improvements often in model office setting

Insight

  • “Rear View Mirror”
  • Analysis of trends and WHY performance has changed
  • Supporting ad-hoc queries and MBR/QBR spotlights
  • Fuels day to day improvements to performance

Business Intelligence

  • Regular reporting on WHAT had happened
  • Daily, weekly, monthly measurement of core KPI’s
  • Webhelp and client facing reports to support management of performance

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