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Our goal was to incorporate the Omni AI components of ConnexAI to assist us with efficiency goals.
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From South Africa, Digicall has risen to become one of the world’s premier niche-market BPOs. However, there was a time when the company faced a significant challenge.
As it has happened before to many other contact centres, Digicall eventually realised that legacy or multichannel systems could no longer address customer needs in an efficient and effective way. “More and more clients are interacting with us across voice, chats, email… The solution we had didn’t cater for that. We needed an Omni solution,” says Zohar Green, Head of Growth at Digicall. And they found it in Connex.
Discover how ConnexAI helped Digicall to:
Shortly after a quick setup, Digicall began noticing results with Connex’s Omni platform. The company saw a 10% increase in campaigns’ contact rates, a reduction in wait times, and an improvement in calls’ quality and outcome.
ConnexAI has also enabled Digicall to achieve more visibility for their clients, automate and optimise their workflow, reduce average talk times from 10 to 6 minutes, and train agents faster thanks to Whisper coaching and automated reporting.
If you want to learn more about how ConnexAI is captaining the customer engagement revolution, drop us a call or a message!
Shaping the Future of Customer Experience.
