Contact Center

Contact Center

We are contact center specialists

The market is exploding with new opportunities and ways of interacting with customers. The traditional contact center is challenged by new digital channels, artificial intelligence and cloud services. We help Swedish and international companies with choice, procurement and adaptation of contact centers and support systems that meet the business needs, today and in the future.

Focus Areas

Channel Strategy

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There are lots of digital customer service channels that can be offered to customers (phone, email, chat, SMS, social media, etc.). Uclarity helps companies develop a clear channel strategy, i.e. where should we meet the customers and why. The channel strategy shows the way to which channels and structures are most suitable depending on the service to be provided or the type of cases to be handled.

Customer Experience / Service Design

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Digitization and the rapid development of technology present both opportunities and challenges. Customers expect a unified experience. Uclarity helps companies identify customer journeys and any obstacles in the service and purchase process, as well as measures to avoid or eliminate them.

Case Management / Staffing Planning

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Effective case management and staffing planning (so-called Workforce Management) is required to provide good customer service and customer experience. In order for customer service executives to be able to work efficiently, the systems must “hang together”. Uclarity helps companies integrate contact centers with CRM systems (eg Dynamics, Salesforce) and staffing planning systems (eg Teleopti).

Digital Assistants (Chat Bots)

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Digital Assistants (also called Chat Bots) can automate and streamline both internal processes and external digital customer meetings. Uclarity helps companies identify areas that can be streamlined with digital assistants, technology platform selection (e.g., Google Dialogflow, Vergic Engage, Boost AI, Microsoft Bot Framework) and customizations to meet business needs.

Do you want to know more? Contact Us!

Some of our clients