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Digital Customer Service Center

Give your customers consistent and exceptional experiences with our digital customer service center solutions

When your customers have a problem with a product or service, they look for answers beyond the traditional call center, by accessing their mobile devices, social media and other digital channels. Companies are often challenged to maintain consistent and exceptional services in this increasingly omni-channel environment.

According to Oracle’s Customer Experience Impact report, 86% of customers will pay more for a better customer experience, and by 2020 customer experience will overtake price and product as the key price differentiator. Enterprises that adopt the modern digital customer service center achieve higher customer satisfaction and loyalty, increased agent productivity and measurable results.

Infogain’s Digital Customer Service Center solutions focus on agile automation with Infogain’s UAP framework. We provide micro-services based on platform integration, along with accelerators for mobile and web applications powered by DevOps engines. Our services include:

  • Enterprise class solution accelerator
  • Flexible, seamless and robust architecture
  • Mobile, web, backend and automation
  • Continuous integration, delivery, testing & monitoring services
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Digital Customer Service Solutions

Knowledge Management

Our Oracle Knowledge Management (OKM) and Oracle Knowledge Advanced practice integrates knowledge solutions with CRM applications including Oracle Service Cloud/RightNow, Salesforce Service Cloud, Siebel and more. In addition, you can easily and efficiently access knowledge content using self-service portals equipped with Infogain’s SmartSearchML technology. Features include:

  • Call deflection
  • Improved search relevancy
  • Reduced swiveling
  • Pre-defined service inquiry handling flows
  • Reduced customer support costs

Mobility

Infogain’s mobile-convenient Customer Experience Center provides a single, web-services-based, integrated native iPhone and Android-based application. With this integration, you can initiate any type of interaction by simply swiping and clicking your smart phones. With iOS and Android mobile applications, connected to access knowledge bases, you can:

  • Participate in customer communities
  • Initiate diagnostic trees through visual IVR
  • Connect through chat, phone and email channels as needed

Customer Relationship Management

In today’s environment, It’s important for companies to always be responsive and drive positive customer experiences. In addition to our expertise in Oracle Sales Cloud and Salesforce Service Cloud, we provide:

  • Knowledge management solutions
  • Customer communities
  • Multi-media content management
  • Big data-based analytic solutions

Omni-channel

Our teams have installed over 100 CRM project installations for Fortune 500 clients worldwide. Our omni-channel powered customer experience center helps you to move seamlessly from one channel to another, without repeating the inputs from previous interactions. We empower our customers with multiple interaction channels including:

  • Mobile
  • Email
  • Chat
  • Social Media
  • Web

Content Management System

Our customer experience center is content-rich, in addition to containing context sensitive information. With CMS technologies, we to create, save and distribute multi-media based information on product installation, product maintenance and how-to guides. We utilize the many Content Management System (CMS) technologies including:

  • Oracle Knowledge Management
  • SharePoint
  • Adobe Experience Manager and more

Analytics and Business Insights

You can uncover powerful information about your customer by diving into the data from your customer experience interactions. The latest digital customer facing innovations, including video text, social media; and voice apps such as Alexa, Hey Google videos and Siri offer a wealth of new insights from customer interactions. Benefits for partnering with our team include:

  • Innovation Lab in Silicon Valley
  • Industry-driven analytics approach
  • Expert analytics strategy and technology

Digital Customer Communities

When designing and implementing strategies for digital customer communities, we take into consideration the purpose and target audience. Our development strategies are driven by gamification, personalization, predictive personalization. We are thrilled that our Mobility team developed the first mobile implementation for the Lithium platform. Our Lithium services include:

Implementations and Upgrade Services:

  • Strategy & roadmap, Pre-implementation & preparation, Managing new Lithium upgrades and Migrating from Jive-X to Lithium

Lithium Mobile Implementation Services:

  • Lithium mobile app strategy, Lithium mobile UI designing, Lithium mobile app development, and Lithium Design and Development Services

Search Management Services:

  • Machine learning based SmartSearch and Chabot integration, maximizing Lithium

Infogain Advantages

Experience & Expertise

More than 20yrs of experience, delivered over 100 CRM project

Experience & Expertise

More than 20yrs of experience, delivered over 100 CRM project

Oracle Gold Partners

Established Oracle service provider for 30 years

Oracle Gold Partners

Established Oracle service provider for 30 years

Established Digital Products

Infogain has established Automated Testing, Digital Dashboard (iPMO) and ready-made frameworks for faster go-to-market.

Established Digital Products

Infogain has established Automated Testing, Digital Dashboard (iPMO) and ready-made frameworks for faster go-to-market.

Premium Service Provider

Serviced 24 of the Fortune 500 Clients.

Premium Service Provider

Serviced 24 of the Fortune 500 Clients.

Center of Excellence

Testing, RPA, Mobility, Usability Engineering and Analytics Center of Excellence- developing and researching on new solutions for clients.

Center of Excellence

Testing, RPA, Mobility, Usability Engineering and Analytics Center of Excellence- developing and researching on new solutions for clients.

  • Experience & Expertise

    Experience & Expertise

    More than 20yrs of experience, delivered over 100 CRM projects

  • Oracle Gold Partners

    Oracle Gold Partners

    Established Oracle service provider for 30 years

  • Established Digital Products

    Established Digital Products

    Infogain has established Automated Testing, Digital Dashboard (iPMO) and ready-made frameworks for faster go-to-market.

  • Premium Service Provider

    Premium Service Provider

    Serviced 24 of the Fortune 500 Clients

  • Center of Excellence

    Center of Excellence

    Digital Customer Services Center of Excellence, continuously developing and researching new solutions for clients.

Digital Insights