In call volume annually
Of user queries resolved in real-time
Reduction in Average Handle Time
Live Chat Availability
Organizations invest heavily in employee benefits as it is a vital component for increasing employee loyalty, productivity, attendance, as well as for recruitment. However, factors like disparate communication channels and time constraints often result in user queries not being adequately answered, leaving a large section of the employee base unaware of the benefits they are entitled to.
The customer, one of the world’s largest multinational retail corporations, wanted to empower their employees to unlock information within seconds.
Quantiphi implemented a telephony-based virtual agent to transform their IVR system. The virtual agent provides 24/7 contact center support for associates with employee benefits-related queries. Quantiphi also designed and developed a highly configurable chat UI framework to enhance the experience for the end user.