Our own AWS platform.Proven components, put together for you.
Every solution is assembled from a common set of ten building blocks. Each solution uses the combination it needs. The platform is hosted in AWS London (UK) and monitored 24/7.
Our own AWS platform.Proven components, put together for you.
Every solution is assembled from a common set of ten building blocks. Each solution uses the combination it needs. The platform is hosted in AWS London (UK) and monitored 24/7.
- ✓ContactCustomer messages to say they are moving home
- ✓UnderstandIntent recognised: change of address
- ✓VerifyIdentity checked through a personalised link
- ✓AssessNew address and move date captured
- ✓IntegrateAccount updated in the client's system
- ✓SurveyOne-question satisfaction survey sent
- ✓ReportChange evidenced and reported
- ✓ContactCustomer messages to say they are moving home
- ✓UnderstandIntent recognised: change of address
- ✓VerifyIdentity checked through a personalised link
- ✓AssessNew address and move date captured
- ✓IntegrateAccount updated in the client's system
- ✓SurveyOne-question satisfaction survey sent
- ✓ReportChange evidenced and reported
- ✓ContactCustomer messages to say they are moving home
- ✓UnderstandIntent recognised: change of address
- ✓VerifyIdentity checked through a personalised link
- ✓AssessNew address and move date captured
- ✓IntegrateAccount updated in the client's system
- ✓SurveyOne-question satisfaction survey sent
- ✓ReportChange evidenced and reported
Contact
SMS, email and automated voice, plus AI agents across voice, webchat and messaging. Our AI voice agents are built on Amazon Nova Sonic.
Used in: Service requests, Call volumes, Complaints and 6 more.
Understand
Intent detection, conversational AI and triage
Used in: Service requests, Call volumes, Complaints and 5 more.
Verify
No-login identity check through personalised links
Used in: Service requests, Call volumes, Complaints and 5 more.
Assess
Circumstances, needs, hardship and vulnerability capture, income and expenditure
Used in: Service requests, Complaints, Cases behind the contact and 3 more.
Route
Live chat and handoff to the client's contact centre
Used in: Call volumes, Complaints, Vulnerable customers and 3 more.
Integrate
Write-back to billing, CRM and contact-centre platforms: Kraken, SAP, Salesforce, Genesys, AWS services and in-house systems, by file exchange or API
Used in: Service requests, Call volumes, Complaints and 6 more.
Data
Contact data cleansed, matched and kept current; the single view of the customer each journey needs; segments and rules built from your data and ours
Every journey depends on the data behind it: the right number, the right account, the right circumstances. The Data block cleans and matches your contact data, keeps it current from each journey's write-back, and builds the segments and rules the other blocks use. It is where a solution's targeting and its reporting start.
Used in: Cases behind the contact.
Pay
Card, digital wallet and payment arrangements (PCI DSS)
Used in: Financial difficulty.
Survey
CSAT, NPS and post-call surveys
Used in: Service requests, Outbound messaging, Customer feedback.
Report
Dashboards, outcome reporting and regulatory evidence
Used in: Service requests, Call volumes, Complaints and 6 more.
Contact
SMS, email and automated voice, plus AI agents across voice, webchat and messaging. Our AI voice agents are built on Amazon Nova Sonic.
Used in: Service requests, Call volumes, Complaints and 6 more.
Understand
Intent detection, conversational AI and triage
Used in: Service requests, Call volumes, Complaints and 5 more.
Verify
No-login identity check through personalised links
Used in: Service requests, Call volumes, Complaints and 5 more.
Assess
Circumstances, needs, hardship and vulnerability capture, income and expenditure
Used in: Service requests, Complaints, Cases behind the contact and 3 more.
Route
Live chat and handoff to the client's contact centre
Used in: Call volumes, Complaints, Vulnerable customers and 3 more.
Integrate
Write-back to billing, CRM and contact-centre platforms: Kraken, SAP, Salesforce, Genesys, AWS services and in-house systems, by file exchange or API
Used in: Service requests, Call volumes, Complaints and 6 more.
Data
Contact data cleansed, matched and kept current; the single view of the customer each journey needs; segments and rules built from your data and ours
Every journey depends on the data behind it: the right number, the right account, the right circumstances. The Data block cleans and matches your contact data, keeps it current from each journey's write-back, and builds the segments and rules the other blocks use. It is where a solution's targeting and its reporting start.
Used in: Cases behind the contact.
Pay
Card, digital wallet and payment arrangements (PCI DSS)
Used in: Financial difficulty.
Survey
CSAT, NPS and post-call surveys
Used in: Service requests, Outbound messaging, Customer feedback.
Report
Dashboards, outcome reporting and regulatory evidence
Used in: Service requests, Call volumes, Complaints and 6 more.
Works alongside your systems.No replacement programme.
Works alongside your systems.No replacement programme.
See it working on your problem.
Book a discovery session and we'll map your problem to the building blocks it needs.
See it working on your problem.
Book a discovery session and we'll map your problem to the building blocks it needs.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.