• Consistent, contextualised communication for greater customer and employee satisfaction
• Holistic customer views let agents resolve issues faster
• Cross-channel consistency in branding, messaging, and service helps build trust and loyalty 
• Skills-based routing boosts efficiency and effectiveness 
• Single-user interface enhances operational efficiency 
• Outbound customer campaigns created at scale 
• Audio and video data capture across all channels ensures seamless responses to customer inquiries

• Flexible, adaptable workforce management across a mix of channels
• Increased agent efficiency via a single interface for lower costs and better use of resources
• A unified user interface boosts operational efficiency
• Complex customer profiles built on unified data points
• Task management prioritised, assigned and tracked for better productivity
• Unified channels help simplify management of complex cases 
• Capacity planning to maximise budgeting and resource management
• Scheduling optimised by machine learning
• Compliance, quality assurance and performance evaluations built in

• Data-driven insights for better-informed decision-making 
• Real-time monitoring and reporting for maximum efficiency and service provision 
• More precise data delivers improved customer experience
• Identify, improve and reward agent performance
• Reduce costs by identifying inefficiencies and optimising processes 
• Proactive approach to issue resolution
• Continuous improvement and finetuning of processes for enhanced customer service
• Identify opportunities to cross-sell and upsell – boosting revenue and customer value

• Our “Fizz” module provides enhanced insight and customer experience – at scale

• Powerful automated chatbots natively integrated within the solutions 
• Caller authentication and fraud risk detection using voice ID and IVR
• Analyse calls in real-time and proactively deliver information to agents to solve customer issues
• Use ML for improved real-time understanding of customer conversations 
• Data redaction to protect sensitive customer information 
• AI-driven systems provide around-the-clock customer support, ensuring that your customers can get assistance at any time, even outside of regular business hours.
• Reduced Workload: AI can automate tasks such as data entry and processing, reducing the workload on human agents and minimising errors. 
• Analytics and Insights: AI and ML can analyse large volumes of data to provide insights into customer behaviour, trends, and areas for  improvement. This data-driven decision-making improves the overall performance of the contact centre.
• Prediction of customer needs and behaviours, helping your agents proactively address issues before they escalate. 
• AI and ML systems can adapt and learn from new data and changing customer preferences, ensuring that they remain effective and relevant over time.

• Using machine learning, Fizz provides post-contact analytics from thousands of customer interactions in easy to understand and digestible reports and dashboards.
• You can use Fizz’s insights into customer preferences, opinions and expectations to improve your products, services and overall customer engagement strategies.
• Fizz can also be used for assessing training needs and/or tracking agent performance over thousands of customer interactions – while also monitoring regulatory adherence and specific quality assurance metrics.

• Typical tasks include – but aren’t limited to – answering frequently asked questions, providing product information, assisting with troubleshooting, completing customer verification checks and issuing order/status updates.
• Virtual assistants can seamlessly transfer the interaction to a human agent if required and can also be an information source for customers outside of a contact centre’s traditional hours.
• A combination of virtual and human assistance provides a balanced and effective customer service experience that meets a wide range of customer needs and preferences, while also reducing your contact centre cost base.

How you benefit – at a glance

• CAST also offers seamless integration with ERP (Enterprise Resource Planning) and CRM (Customer Relationship Management) platforms, allowing you to consolidate and streamline your customer data.
• By incorporating segmentation, campaign management and journey features, CAST ensures you can deliver the right message to the right customer at the right time through the right channel.
• ‍Use customer data and analytics to create highly targeted and personalised messages and segment your customer base based on demographics, user behaviour or purchase history.
• ‍CAST supports A/B testing, so you can determine the most effective strategy for your business. You can also trigger messages based on customer interactions or events within your application, providing timely and relevant messaging.
• ‍ CAST helps improve customer engagement and communication, drive user retention, and increase conversion rates.