Now, more than ever due to demand drivers like AI adoption and smart decision making, the imperative is to consolidate all the various data sources and create a single system which can provide a complete view of the customer journey.
We have built a Customer 360 solution which is live, since March 2024, at one of our customers.
Imagine 360o view as a digital command center for everything you know about your customers. Melvault’s Customer 360 tool (CSR Toolbox) acts as a central repository that gathers customer data from various sources across the organization.
Unified View: No more hunting through different systems. CSR Toolbox brings together all your customer information into a single, consolidated view. This includes details like customer contact information, Subscriptions, Invoices, Purchase History, Support tickets, Support interactions and preferences.
Deeper Customer Understanding: By having all data in one place, Customer support agents gain a holistic understanding of each customer. This allows the agents to personalize interactions, anticipate customers needs, and provide more relevant and positive experience.
Improved Decision Making: Data driven insights are crucial. CSR Toolbox empowers agents to make informed decisions about marketing campaigns, assist better products to customers.
Key Features:
360 Overview: See all customer specific information, billing accounts, subscriptions, invoices, orders, cases, correspondence, alerts in one single view.
IVR & chat Integration: Flexible to be integrated with IVR and chat systems, and will land on 360 view of the customer calling in.
Multi Brand Support: In-built functionality for multiple brands of the telecom operator.
Multi Language Support: Enable seamless global engagement by providing a localized experience with multi-language support, allowing agents to interact in their preferred language.
Support for multiple legal-identity documents: Aggregate customer engagements, invoices and orders based on legal-identity across customer accounts.
Native integration with ServiceNow for case handling: Supports ServiceNow case management OOB , extensible to support other case repositories.
Built-in dashboards to monitor agent activity: Dashboards present time-period and user-based activity charts that help monitor system and agent performance.
Integration with Knowledge Management systems & FAQ bots: Integrate and present how-to to provide context-specific help.
Banners and alerts on customer and address: Show new offers / outages on a specific address and tailor made to customer profile.
Modern technology stack: Built on a modern technology stack (Spring Boot, Postgres and ReactJs) that is cloud native and runs as docker container.
Ready to See It in Action?
Let’s explore how our products can simplify your integration challenges and accelerate your digital journey. Whether you're modernizing legacy systems or launching something new, we’re here to help.