CUSTOMER EXPERIENCE

86%

of customers will pay more for a better customer experience.

92%

of the buying experience is based on how the customer feels they are being treated.

85%

of customers will manage their working relationships without interacting with a human by 2020.


What customers want is a connected experience. They want a single ‘consistent’ relationship with your organisation that is not fragmented by their choice of interaction channel.

At Natilik, we help our clients to create a connected digital experience that seamlessly combines voice, video, web, chat, email, SMS and social channels to deliver differentiated customer service.

These capabilities span both the contact centre and digital channels and can be deployed as a cloud, on-premise or hybrid solution.

CONTACT CENTRE

We have a wealth of experience in delivering contact centre solutions. We are experts in Cisco Unified Contact Centre and helping our clients to lay the right foundation for their customer experience either as an on-premise or cloud-based solution.

OMNI-EXPERIENCE

At Natilik, we combine the powerful capabilities of Cisco Unified Contact Centre with our eco-system partnerships to enable our clients to provide a true omni-experience for their customers. This includes capabilities for voice, video, chat, email, SMS and social media.

AGENT DESKTOP

We believe that equipping agents with all of the tools they need to deliver exceptional service is key. Our expertise in the Cisco Finesse Agent Desktop allows us to deliver a single unified agent desktop to enable efficient and effective customer interactions.

WORKFORCE OPTIMISATION

We partner with the leading WFO vendors to provide a fully integrated solution for our clients that combines interaction recording, quality and performance management and workforce management. These enable our clients to optimise their contact centre workforce while continually improving the quality of service delivered.

CONTEXT

Through Context Services, Natilik enables you to capture every customer interaction through every touchpoint. This comprehensive digital footprint can then be leveraged to personalise the service you deliver to your customers and to be proactive in managing relationships.

ANALYTICS

We enable our clients to not only analyse the activity of their contact centre but also leverage the voice of the customer. Through speech and event analytics you can see how your customers are interacting with you, how the different channels are working together, and understand what your customers are saying.