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Customer Interaction Management

Business Process

Up to 40% of customer interactions are now managed by Business Processing Outsourcers [BPO] on behalf of brands.  In addition to the expected requirement of providing a brand equivalent service at an efficient price point, operating as a BPO places additional demands on their customer interaction management solution above and beyond that of a regular customer-facing organisation.

Lokulus’ customer interaction management solution enables the modern BPO to operate with new levels of flexibility and control while at the same time meeting the demanding standards of their clients.  Agents can operate across several brands, each with their own distinct processes and rules, maintaining audit and reporting records at a brand level.  Additionally, each brand is likely to require their own individual service level rules that the automated resourcing bot can accommodate to ensure that the BPO achieves contractual compliance.

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