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PART 2 - TECHNOLOGY INSIGHT

$90bn Market by 2028

$2tr In labour saving

40-70% Agent reduction

Our vision

Customer Interaction Automation that works and conversational analytics that dynamically feeds knowledge and insight into every channel.

We believe current automation technology, whether chat and voice based does not automate or replace the agent, but merely manages a very small and defined subset of work. In many cases it just provides pre-conditioning before a human takes over. We estimate conversational automation is currently resolving less than 1% of customer interactions. Hence we still employ millions of human agents worldwide with the associated cost. We aim to solve this problem with CONNIE – The next generation of AI and NLP fuelled Agent replacement technology that will save companies Billions.

The problem

There are three. Today’s technology is both single threaded, but also based on pre-ordained decision trees. This means the automated assistants are only looking for defined questions or topics that have defined answers. Additionally it can only handle the right answers at the right time. If you are in a credit card chat or call queue and you ask, “do you have any mortgage offers right now?” the response will be very poor. Finally, the clients we serve demand highly secure, private and trusted platforms that operate at scale. Many competitors in the field rely on third party software to fulfil certain parts of the workflow. These are typically served from vendors such as Google, Microsoft or AWS. In every case, our current clients would not entertain using these platforms for this purpose and want a solution that is within their own environment. We have the entire IP stack, and can place this anywhere.

The Funding

Contexta360 have prepared an A-Series funding round of €5M based on a company valuation of €20M. Ideally we are looking for a strategic partner that can pre-commit to a part of the planed B-Series in 2024. The initial round accelerates our current development path in the fields of NLP, NLP, NLG and advanced A.I cognitive computing as well as go-to-market traction into our enterprise accounts such as Vodafone, T-Mobile, Enaco, PostNL, OTTO, Achmea and strategic opportunities at major tier 1 banks, utilities, telco’s and global BPO’s.

For our pitch deck please email andrew.white@contexta360.com

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How Contexta360 Contact Centre Quality Management enhances Efficiency, and Productivity

Effective contact centre operations are vital for controlling expenses and boosting overall performance.

Quality monitoring allows organisations to:

  • Assess how efficiently agents manage customer interactions
  • Spot bottlenecks and improve processes
  • Monitor key metrics like Average Handle Time (AHT), First Call Resolution (FCR), and interactions handled each hour

By enhancing efficiency and productivity, contact centres can greatly lower operational costs while ensuring excellent service quality.

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How Contexta360 Contact Centre Quality Management enhances Business Metrics for Continuous Improvement

For sustained success, contact centres need to regularly evaluate and respond to essential business metrics.

Effective quality monitoring should:

  • Combine data from multiple sources to offer a comprehensive view of performance
  • Detect trends and patterns affecting customer satisfaction and operational efficiency
  • Inform decisions regarding process enhancements and resource distribution

Through consistent agent coaching, process optimisation, and data-driven decision-making, contact centres can continually adapt to meet evolving customer expectations and industry requirements.

 

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How Contexta360 Contact Centre Quality Management enhances Communication and Soft Skills

Strong communication and interpersonal skills are crucial for fostering positive customer interactions.

Quality monitoring assists in:

  • Evaluating agents’ clarity in communication and ability to build rapport
  • Pinpointing areas for growth in empathy, professionalism, and attentive listening
  • Offering targeted coaching to strengthen these vital skills

By Blending automation and the human element, Contexta360 focuses on developing communication and soft skills results in higher customer satisfaction and more robust customer relationships.

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How Contexta360 Contact Centre Quality Management enhances Customer Satisfaction

At the core of every thriving contact centre is a dedication to customer satisfaction.

By establishing thorough Quality Management procedures, organisations are able to:

  • Evaluate agent performance in fulfilling customer needs and expectations
  • Pinpoint areas needing improvement in client interactions
  • Monitor essential indicators such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)

Boosting customer satisfaction not only fosters greater loyalty but also enhances business metrics and contributes to overall organisational success.

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How Contexta360 Contact Centre Quality Management enhances Compliance and Accuracy

Blending real-time automation with human intervention, Contexta360 helps businesses maintain compliance with protocols, processes and brand and legal standards. 

Quality monitoring plays a significant role:

  • Ensuring staff follow established guidelines
  • Reducing mistakes and inaccuracies during customer calls
  • Tracking important metrics such as compliance ratings and error frequencies

By prioritising compliance and accuracy, contact centres can lower risks, avoid expensive fines, and establish trust with clients.