Faster Case Resolution

Happy Customers

Increased Customer Retention

BUSINESS CHALLENGE

  • Customer support via unified channels.
  • Interdepartmental collaboration.
  • Lack of incident insights.
  • Unavailability of workflow.

BUSINESS SOLUTIONS

Evoke Technologies implemented a centralized CSM that helped unify communication across various departments.

  • Implemented and configured omni-channel customer support.
  • Designed and configured intuitive work console powered by unified data management.
  • Self-help enabled with automated knowledge creation, modification, and update.
  • Automated case routing, tracking, and reporting with ServiceNow AI/ML.
  • Virtual Agent coupled with NLU (Natural Language Understanding) and integrated with MS Teams.

BUSINESS BENEFITS

  • Integrated Net Promoter Score (NPS).
  • Improved customer retention rate by 50%.
  • Greater insights with simplified case management, case routing, and tracking.

TECHNOLOGY STACK

Agent Workspace, Virtual Agent, Self Service Portal, Knowledge Management, Predictive Intelligence, Performance Analytics

ABOUT CLIENT

HEADQUARTERS: DELAWARE

Industry: LEGAL SERVICES

Employees: 6500+

Request For Services

Thank you for your interest in our services, we’re always here to connect!

U.S. Address

7106 Corporate Way
Dayton, OH – 45459, United States

India Address

The V-Ascendas, Capella Block, 4th & 8th Floor,
Plot No. 17, Software Units Layout,
Madhapur, Hyderabad – 500081