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COGNITIVE EXPERTS

CONTACT & CALL CENTRE SERVICES

Hire experts equipped with the skills to optimise service experiences with analytics, AI, and automation driving customer satisfaction and business efficiency

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BUSINESS PROCESS OUTSOURCINGINNOVATION

Unleashed CX experts

Unleashed with agile thinking, creativity, and innovation, our experts bring passion to optimising the overall customer experience to accelerate your growth digitally.

We question the need for the service experience entirely innovating to either eliminate or automate the demand.

Our experts pursue paths of mastery in next generation skills that are the cornerstones in this strategy. It is what makes us different.

NO-NONSENSE CUSTOMER INTERACTIONS THAT YIELD RESULTS

Clear, direct communication driving unparalleled customer delight and fast issue resolution.

Customer Service

Address queries and issues, ensuring positive customer experiences

Customer Success Managers

Guide clients proactively for long-term product or service satisfaction

Customer Retention

Strategies to reduce churn and boost customer loyalty

Inbound Sales

Converting enquiries into profitable sales opportunities

Technical Support

Troubleshoot technical issues while keeping customer satisfaction high

Billing & Provisioning

Manage billing enquiries and service provisioning seamlessly

Help Desk Services

Round-the-clock support for varied customer issues

Back Office Engineering

Optimise processes and implementing solutions behind the scenes

Shared Services Outsourcing

Centralise functions for cost-effective, efficient operations

Lead Generation

Identify potential customers for business growth

Appointment Setting

Scheduling and confirming meetings for sales and services

Data Collection & Market Research

Gather insights for informed business decisions

DIFFERENTIATED EXPERIENCES WITH AUTOMATION
& ANALYTICS AT NO ADDITIONAL COST

We are a business process innovator bringing embedded automation and analytics to help our clients work smarter in driving digital channel adoption, reducing contact centre spend, and improving the overall customer service reputation of a brand. Where others focus solely on the service experience we look more broadly at the overall customer experience.

  • Robotic Desktop
    Automation
  • Customer Journey
    Mapping
  • Crowdsourced
    Knowledge
  • Digital Multimedia
    Analytics
  • AI Self-Service
    Optimisation
  • Omnichannel
    Orchestration

ELIMINATE TEDIOUS TASKS

Robotic desktop automation (RDA) refers to virtual assistants that are integrated within our digital expert's desktops to drive efficiency and productivity across all interactions and tasks. Our experts become citizen developers of these automations, not only end users, resulting in greater employee and customer satisfaction.

  • Automate repetitive human tasks.

  • Increase consistency & accuracy.

  • Increase consistency & accuracy.

REMOVE CUSTOMER FRICTION

We don't just solve customer pain points repeatedly, we proactively investigate your processes upstream to understand why your customer needs to contact you at all. We assess interaction root-cause across the complete customer journey with a view to minimise or eliminate the need for a service experience with your brand.

  • Upstream Root Cause Analysis

  • Prioritised Solutions Matrix

  • Failure Demand Elimination

GAIN FRONTROW CUSTOMER INSIGHTS

Our digital experts are literally in the front-row seat, interacting with your customers on a daily basis. They're trained and motivated to think independently and innovate together. We use a crowdsourcing approach to aggregate this knowledge and leverage these insights to further assist them and your business to optimally serve and delight your customers.

  • Aggregate Front-Line Insights

  • Ongoing Best Practice Optimisation.

LEARN FROM YOUR CUSTOMERS

Through multimedia analytics, our digital experts are equipped to provide performance reporting on your brands top twenty customer intents. These insights not only assist to identify customer friction, but quantifiably measure the effectiveness of new CX initiatives, and offer opportunities to grow your customer share of wallet. We think like a business owner and use analytics to build business cases with demonstrable returns on investment to drive and project manage improvement initiatives to optimise the customer journey.

  • Customer Intent Insights & Reporting

  • Prioritised Sentiment & Emotion Analysis

  • Including Video, Image, Speech & Text

BENEFIT FROM TECHNOLOGY & HUMAN FUSION

We don't view contact centres as cost centres, but rather as an opportunity to simplify, innovate and grow our clients business with every customer interaction. Our philosophy is that humans and technology don't just co-exist, but are natively fused to deliver the most superior experience, which ideally means no contact centre service experience at all. As we deliver these results, we create bandwidth for value activities that can deliver significant returns and accelerate customer growth.

  • Contextual Education to AI Systems

  • Human to AI Knowledge engineering.

  • Self-Service Journey Optimisation.

PROVIDE CUSTOMERS THEIR CHANNEL OF CHOICE

We ensure that your customer touchpoints across all channels are interconnected to create a seamless customer journey and experience. We help our clients move from multi-channel journeys, and with our suite of insights, we optimise these touchpoints to drive efficiency for every customer interaction across every channel.

  • Digital Channel Playbooks

  • Voice Deflection / Optimisation

  • Seamless Customer Journeys

Robotic Desktop Automation -

ELIMINATE TEDIOUS TASKS

Robotic desktop automation (RDA) refers to virtual assistants that are integrated within our digital experts desktops to drive efficiency and productivity across all interactions and tasks. Our experts become citizen developers of these automations, not only end users, resulting in greater employee and customer satisfaction.

  • Automate repetitive human tasks.

  • Increase consistency & accuracy.

  • Increase consistency & accuracy.

Customer Journey Mapping+

REMOVE CUSTOMER FRICTION

We don't just solve customer pain points repeatedly, we proactively investigate your processes upstream to understand why your customer needs to contact you at all. We assess interaction root-cause across the complete customer journey with a view to minimise or eliminate the need for a service experience with your brand.

  • Upstream Root Cause Analysis

  • Prioritized Solutions Matrix

  • Failure Demand Elimination

Crowdsourced Knowledge+

GAIN FRONTROW CUSTOMER INSIGHTS

Our digital experts are literally in the front-row seat, interacting with your customers on a daily basis. They're trained and motivated to think independently and innovate together. We use a crowdsourcing approach to aggregate this knowledge and leverage these insights to further assist them and your business to optimally serve and delight your customers.

  • Aggregate Front-Line Insights

  • Ongoing Best Practice Optimisation.

Digital Multimedia Analytics+

LEARN FROM YOUR CUSTOMERS

Through multimedia analytics, our digital experts are equipped to provide performance reporting on your brands top twenty customer intents. These insights not only assist to identify customer friction, but quantifiably measure the effectiveness of new CX initiatives, and offer opportunities to grow your customer share of wallet. We think like a business owner and use analytics to build business cases with demonstrable returns on investment to drive and project manage improvement initiatives to optimise the customer journey.

  • Customer Intent Insights & Reporting

  • Prioritized Sentiment & Emotion Analysis

  • Including Video, Image, Speech & Text

AI Self-Service Optimisation+

BENEFIT FROM TECHNOLOGY & HUMAN FUSION

We don't view contact centres as cost centres, but rather as an opportunity to simplify, innovate and grow our clients business with every customer interaction. Our philosophy is that humans and technology don't just co-exist, but are natively fused to deliver the most superior experience, which ideally means no contact center service experience at all. As we deliver these results, we create bandwidth for value activities that can deliver significant returns and accelerate customer growth.

  • Contextual Education to AI Systems

  • Human to AI Knowledge engineering.

  • Self-Service Journey Optimisation.

Omnichannel Orchestration+

PROVIDE CUSTOMERS THEIR CHANNEL OF CHOICE

We ensure that your customer touchpoints across all channels are interconnected to create a seamless customer journey and experience. We help our clients move from multi-channel journeys, and with our suite of insights, we optimise these touchpoints to drive efficiency for every customer interaction across every channel.

  • Digital Channel Playbooks

  • Voice Deflection / Optimisation

  • Seamless Customer Journeys

OUR CONTACT & CALL CENTRE SERVICES OUTCOMES

LET'S SET A NEW BENCHMARK IN CUSTOMER EXPERIENCE

Learn how we can improve customer convenience and experience and unlock operational savings simultaneously by working smarter, not harder.

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