Cognitive Contact Center

As we enter the deep waters of artificial intelligence, there is an opportunity to rethink and reimagine the power

of a unique and personalized customer experience. We know that the customer’s trust in automation is broken,

largely as a result of poorly designed customer interfaces. There is no better time than now for a transformation

in the contact center in order to achieve customer excellence. Customers demand it. Yet contact centers

continue to be challenged by their own limitations.

Blueworx understands that customers want to be empowered and be able to communicate with businesses at any time,

over any channel. So just how do you eliminate customer frustration and turn it into delight? You transform the contact

center and provide an intelligent omni-channel interaction that delivers an amazing customer experience.

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Transforming the Customer ExperienceThe transformation of the traditional contact center experience is at a tipping point today. No longer do customers communicate or search for information on a single channel; a typical transaction includes multiple channels of communication. If you’re not providing a consistent customer experience across your voice channel, SMS, text, chat and mobile services, you just might be left in the dark ages. Most customers are comfortable using multiple channels at the same time and often move between channels seamlessly. It is no longer acceptable to serve customers in a single voice channel.

The New Cognitive Contact CenterThe power of Blueworx Voice Response enables businesses to deliver a more dynamic, multi-channel, natural and fluid customer experience. Customers experience a more conversational approach to their interactions to get a resolution or information to their inquiries more quickly than in traditional engagements handled by legacy IVRs.

This solution allows customers to utilize both traditional and cognitive IVR capabilities, which can be integrated with an existing contact center environment as well as other third-party applications like CTI or voice biometrics. A standing investment in IVR and speech technologies can continue to be leveraged and improved through the IVR capabilities in Blueworx, while new cognitive capabilities can be deployed for specific call flows within the call center. Routing the call through Blueworx provides seamless integration of application types, enabling a gradual migration to the cognitive services.

Blueworx is used by some of the largest enterprises and Telcos in the world for customer self-service, proactive notifications, intelligent call routing, voicemail, SMS applications and

more. Blueworx is committed to providing secure, premise and cloud, omni-channel contact center solutions that offer an outstanding customer experience, guaranteed results of an

improved user journey and world-class support. We deliver PCI compliant solutions, cloud or on-premise deployments, Omni Channel experiences with voice, web, chat, email and SMS,

all with guaranteed results and world-class 24x7 support.

Delivering a powerful solution to contact centers looking to take the customer experience to the next level…the Cognitive Customer Experience.

If you are looking for transformation in your contact center, let Blueworx help you uncover the possibilities. Contact us today www.blueworx.com/cognitive-contact-center.

• Intelligent Interactions: Blends the traditional VXML Directed Dialog with Artificial Intelligence applications to deliver a seamless, intelligent user interaction.

• Flexible: Delivers on-premises or in the cloud.

• Consistent: Provides a consistent user experience with Artificial Intelligence Speech and Cognitive Applications with VXML.

• Powerful Voice: Supplies the power of Artificial Intelligence to the Voice Channel.

• Proven: Offers Telco-grade 5-9s reliability with enterprise scalability.

• Secure: Built-in interfaces to existing Voice Biometrics, call center/PBX solutions and CTI engines.

• Multi-Channel: Features robust development environment with Omni-Channel Support, which means you build it once and use it across all channels.

• Cognitive: Provides ease of application development with Artificial Intelligence to deliver cognitive capabilities.

• Self-Service: Presents the ability to develop Virtual Agent or Bot applications and connect to the Voice Channel.

• Speed to Market: Offers packaged applications such as Caller Notification Services, Customer Service Survey and Outage Management for Utilities.

Delivers a seamless intelligent user

interaction

Easily deploy virtual assistant or chat bot

apps

Blends traditional IVR features with the power

of Watson

Massively scalable and reliable telco-grade

platform

Integrates with 3rd party CTI and voice biometric solutions

Flexible deployment cloud or on-premises