Customer Interaction Management

Today’s customer expects multi-channel choices when they want to make contact. We help you deliver that choice, as your advocate and your voice, through what we say and where we say it – we keep you connected.
Exela works with you to design, build, manage, and enhance customer interaction management solutions that simplify business communications. Whether it is an inbound sales call, an outbound survey, an email query, or a social media conversation, we will be a natural extension of your business and advocates for your brand.

Key Features

Personalized Intelligence

  • Comprehensive customer profiles based on history, preferences, and behavior
  • Automated engagement and response tendered to the individual

Revenue Enhancement

  • Apply configurable logic and sentiment analysis to select optimal marketing strategies
  • Engage customers with welcome packages, loyalty programs, and pricing incentives

Loss Prevention

  • Combine real-time risk assessments with automated engagement strategies to curb attrition

Multimedia Input/Output

  • Multi-channel engagements including escalation to live or virtual agents for Q&A, support, requests, and complaints
  • Output channel selected based on regulatory requirements, customer preference, or manual selection
  • Applying data analytics for real-time decisioning and feedback

Outcome Resolutions

  • Scheduling, purchases, bill payment and presentment, rebates, and routing

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Customer stories

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Call us today to discover how Exela can support your success with platform-driven business process solutions

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