Français
TECHNOLOGY SOLUTIONS:
• Cloud contact centre platform
• Process automation & AC
• Speech analytics
• Advisory services
Secure & reliable sites
PCI certified
24/7 & business continuity
TECHNOLOGY SOLUTIONS
FOR CONTACT CENTER
At GEXEL, we empower businesses with advanced contact centre technology that simplifies operations and enhances customer interactions. From our cloud-based CCaaS platform to intelligent call routing and CRM integration, we provide seamless solutions designed to optimize efficiency and service quality.
Whether you’re managing inbound or outbound calls, our flexible and scalable technology ensures your team has the tools they need to deliver exceptional customer experiences. With realtime monitoring and expert support, GEXEL offers everything you need to run a high-performance contact centre without long-term commitments.
1. CLOUD CONTACT CENTRE PLATFORM AS-A-SERVICE (CCAAS)
- GEXEL CCaaS: Our cloud-based contact centre solution, quick to set up and deploy, ensures your operations run smoothly with a monthly usage billing model and no long term commitments.
- End-to-end support: from an experienced operator: all you need to do is supply the agents, and we’ll take care of the rest.
- Outbound Dialling Capabilities: Increase productivity with predictive dialling, answering machine detection, and time zone management.
- CRM Integration and Screen Pops CTI: Provide agents with realtime customer information to enhance service quality and efficiency.
- Automated Call Distribution (ACD): Optimize call routing with skills-based distribution, queue management, and callback options.
- Integrated Voice Response (IVR): Automate routine inquiries, prioritize customers, and gather feedback through personalized surveys.
- Call Recording and Screen Capture: Record 100% of calls and monitor performance to improve coaching and quality assurance.
- Customer Satisfaction Surveys: Capture valuable feedback through IVR, email, or SMS surveys linked to specific agents.
- Real-Time Monitoring: Access key performance indicators and metrics from anywhere, ensuring you stay informed and in control.
2. PROCESS AUTOMATION & AUTOMATED COMMUNICATIONS
- Intelligent Call Routing and IVR Automation: Use of advanced IVR (Interactive Voice Response) systems to understand customer intent and route calls efficiently and skill-based routing to ensure customers are connected to the most qualified agents for their specific needs.
- Proactive Automated Outbound Communications: Automated outbound campaigns for appointment reminders, payment notifications, major outages, product recalls, and customer feedback collection using voice bots and SMS + Integration with your CRM for personalized and timely communication.
- Robotic Process Automation (RPA) for Back-office Tasks: Automation of repetitive back-office processes such as data entry, account updates, and ticket creation using RPA & Integration of RPA bots with CRM and ticketing systems.
- Workflow automation for Agent Efficiency: for handling common customer queries, FAQs, and transactional tasks (e.g., order status, password reset).
3. SPEECH ANALYTICS
- Post-call Speech Analytics: Comprehensive analysis of recorded calls to identify trends, root causes of customer dissatisfaction, and areas for improvement.
- Voice of the Customer (VOC) Insights: Extraction of customer sentiment and feedback from voice interactions to identify common pain points and improvement opportunities.
- Compliance Monitoring and Risk Management: Automated monitoring of calls for compliance with regulatory requirements and company policies.
4. ADVISORY SERVICES
- Expert Support: Benefit from the guidance of an experienced operator, ensuring your contact centre runs smoothly and efficiently.
- Customer Experience (CX) Strategy and Design: Design and implementation of CX strategies aligned with business objectives, leveraging customer journey mapping and VOC insights.
- Continuous Improvement and Efficiency Programs: As part of any BPO mandate GEXEL can help drive structured efficiency programs such as Contact Volume Reduction, First Call Resolution and Process Automation Initiatives.
