Omnichannel Customer Engagement
A seamless transition and connection across all your channels to deliver a consistent, personalized, and exceptional customer experience
Personalized customer journey
The best possible experience, regardless of how your customer chooses to engage
Customers interact with the CCAI virtual agent via Chat, Phone, SMS, WhatsApp, Facebook, & etc.
Customer information is collected by the AI virtual agent and guided to the inquiry resolution
The customer is asked if the issue is resolved or needs further assistance from a Live Agent
As the channels are integrated, the individual customer information from the AI virtual agent conversation is recorded for seamless transition to a Live Agent
A Live Agent leverages Twilio Flex to pick up the conversation with the customer to resolve the issue
Once the customer issue is resolved, the Live Agent is able to take note of the interaction with the customer on the customer’s record through any Salesforce CRM
The seamless customer experience and timely resolution ensures long-term customer retention
Breaking language barriers with Google Cloud Contact Center AI
Omnichannel system is able to support over 400,000 queries a year
Equitable services with multilingual translations using AutoML Translation
True 24 x 7 support provided to residents across app and calls
Increased accessibility across multiple channels such as phone calls, web queries, and 311 app
Effectively managed call volumes with AI-based lifelike conversational agent Dialogflow, to respond basic questions and route concern to correct departments
“
SpringML was an incredibly valuable partner throughout the entire deal cycle. It was their relationship with Svensk and partnership and advocacy for Twilio that helped make this opportunity and customer relationship possible. They were the best example of how a partner should show up and owned the entirety of the build. They went above and beyond to ensure our customer is set up for success.
Tiffany Schmitz
Account Strategist, Twilio
Unlock the benefits
An approach that enables you to maximize the benefits
Speed
Speed
Omnichannel platform may be quickly deployed with solution accelerator
Escalate
Escalate
Enable Live Agents to solve complicated and escalated requests
Convenience
Convenience
Engage with customers through their preferred communication avenue
Resolve
Resolve
Provide a seamless transition to resolve the customer’s inquiry
Volume
Volume
Allow virtual agents to filter and complete simple requests, while leaving
Report
Report
Assign responsibilities to agents and group agents to notify of incoming requests
Our Capabilities
Foster remarkable customer experience through AI adoption and digital transformation
Customer Support Modernization
Service Desk and CRM Integrations- Contact Center Modernization
- CCAI, Flex, and Custom App Development
- IVR Integrations
- Twilio Frontline
- Implementations
Intelligent Customer Data Platform and Marketing Analytics
- AI-Based Recommendations
- Customer Insights and Analytics Dashboard
- Campaign Effectiveness
- Segment Implementation
Programmable Voice, Video, and Chat Expertise
- Conversations API, Twilio Studio, and Twilio Autopilot
- Custom Routing or Task Router Implementations
- Virtual Assistant: Chatbot, Voicebot, Sentiment Analysis
Project Implementation Timeline
Discovery
2 Weeks
Integrating with Multiple Platforms
1 Week
Strangers
Visitors
Leads
Customers
Promoters
Implementing Twilio Flex
2 Weeks
Seamless Customer Engagement
1 Week
Related Resources
Ready to get started?
We’re here to help and answer any questions you might have. We look forward to hearing from you.
