Technology

Technology firms make major investments in customer service and field service operations to support their consumer and commercial customers. For example, a major computer company handles over one billion customer interactions annually across the globe. Managing these business processes is critical to the company because they impact customer satisfaction and loyalty. However, overinvesting or misallocating resources can adversely affect operating margins. It is a constant high-wire balancing act between customer "happiness" and financial results.

That is why many leading technology firms turn to Ayata. Ayata software helps companies make smarter decisions about their critical business processes in three ways. First, the Ayata software predicts what will happen to the key metrics and when. For example, customer satisfaction score will drop by 3% over the next 3 months.

Second, Ayata software explains why the metrics will turn out that way. For example, over the next 3 months, hold time will increase by 2 minutes, queue time will increase by 4 minutes, and technical questions about the newly launched product will go to untrained agents in Bangalore and Nashville. Together these will cause the predicted drop in customer satisfaction.

Third, Ayata software suggests decision options. For example, limit hold time increase to 1 minute and route technical questions about the newly launched product to trained agents in Ottawa and Round Rock. Ayata also shows the impact of the decision options. For example, the pre-emptive steps to avoid the predicted drop in customer satisfaction will lead to a 1 minute increase in handle time.

Only Ayata software can combine predictions and decisions to drive smarter actions. Large organizations such as Dell, Cisco and Microsoft have used Ayata to dramatically improve their business processes. Contact us to discuss how Ayata can help your organization.