Digital Customer Engagement

Modernize customer experience with digital customer engagement that is proactive, seamless, and meaningful

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Average Company Success

Implementing Digital Customer Experience Initiatives

85%

Improvement in customer ratings

More customers won

Growth in Sales

80%

Fewer customers lost

Reduction in operational costs


Businesses across the world are adopting digital technology to maintain a competitive edge. To thrive in the digital world you need to deliver customized and compelling experiences that captivate customers, cultivate relationships, and drive revenues. Today’s consumers anticipate seamless digital interactions that are tailored to their specific interests and needs.

Proactive Engagement

Follow the customer journey across web and mobile and suggest digital engagement at key moments using any combination of HD voice, HD video or screen sharing

Seemless Experience

Use the customer journey context to connect customers on the right digital channel with the Line of Business team at the tap of a button

Contextual Assistance

Progress the customer journey with high-touch customer service aided by holistic context and advanced digital tools

Cloud Agility

Modernize today with a SaaS service that's 100% self driven, flexible, and guided by real-time insight


Digital Customer Engagement helps you deliver transformative customer engagements. In-app, real-time interaction channels help you engage customers at key moments of their individual journey and deliver proactive, seamless, and meaningful experiences increasing loyalty, retention, and customer satisfaction.

Key Features & Benefits

  • In-App Engagement Channels for web and mobile - Contextual experiences via digital voice, video capabilities (one way, two way, see what I see), screen sharing, drawing/annotating, - Seamless transitions between channels and escalating to richer interaction modes, - Built-in mechanisms for maintaining customer privacy and control
  • Customer Context and Engagement Scenarios - Capture customer web and mobile context to support action and decisions within the process, - Proactively engage customers at key moments of their journey, - Design personalized engagement scenarios based on context, history and business priorities
  • Modern Associate Collaboration Tools - Web based Desktop Experience for associates with shared inboxes, queues, and customer insight views for modern service teams, - Ability to plug in associate tools to existing help desk or other applications in use today
  • Telephony-to-Digital Escalation - Augment telephony-primed interactions with digital experiences, - Add visual content to supplement voice communication, - Accelerate contact center digital transformation by leveraging existing channels and processes
  • Intelligent Routing using Customer Context - Routing for digital channels with flexible rules-driven customer context, - Distribution to individual associates or team queues for more effective collaboration, - Complete self-service configuration of routing decisions based on customer history, associate skills, and priority assignment
  • Recording and Interaction Store Across All Channels - Robust indexing and instant search across all interactions for each tenant, - Recorded media synchronized across all channels, - Controlled role based access to any historical interactions for playback and analysis
  • Insights and Analytics - Insights on individual and overall service team performance, engagement success KPIs, - Supervisor and administrator views, - Integrated reporting and analytics
  • 100% Self-Service Driven - Get up and running in minutes via simple web app interfaces, - Ability to customize and control any part of Live Experience without dependency on any external services
  • Encryption, Data Protection - Industry standard encryption for all customer data and Bring Your Own Key capabilities ensuring complete data ownership
  • Optimized Real Time Communications Cloud Platform - Elastic network, compute, and storage resources optimized at all layers for real time communication service - Built, operated, and supported by a single vendor
  • Fast Connect - End to end connection quality, deterministic network path and network security

Deliver High Touch Assistance at Key Moments

Own the whole customer experience journey and drive growth

68%

Felt modern engagement capabilities expanded their options for interacting with brands

Recognize the value and efficiency of voice and video chat

FAQ

Telkomtelstra's Digital Customer Engagement allows you to proactively and seemlessly insert digital engagement into any customer journey accross web and mobile, maintaining brand association and preserving context. We provide recording across all channels and audio transcription which you need for regulatory purposes.

Telkomtelstra's Digital Customer Engagement is pre-integrated with SVC, Siebel, and other Oracle CX services. Embedding our widget facing app takes 5 lines of code.

CONTACT US

Our Contacts

Address:

Tower 88@Kota Kasablanka, 35th floor
Jl. Casablanca No.88, RT.14/RW.5, Menteng Dalam, Tebet, South Jakarta City, Jakarta 12870

Phone:

+62 21 8064 0600

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