COMPOSE: YOUR MULTI-CHANNEL VIRTUAL ASSISTANT CREATION PLATFORM
Compose is a part of Wavenet’s Digital Transformation Suite of solutions offered to Mobile Network Operators (MNO) and Enterprise organizations. It is a multi-channel virtual agent builder – a Cloud platform used for automating customer engagement and seamlessly bridging interactions between an organization and its customers on multiple communication channels.
The Multi-Channel Challenge
Recent industry statistics indicate that 75% of consumers are looking for a consistent experience across the multiple engagement channels available to them such as social media, mobile, online, in-person, or through the phone. 73% of them are likely to switch brands if they do not receive a consistent brand experience
A key challenge encountered by organizations today, especially in the strategic areas of customer engagement is to not only ensure all customer interaction channel touchpoints are covered but to also consistently keep moving the customer experience monitor to the next level.
Understanding subscriber intuitions that drive customer behaviour, whilst addressing new problems that arise with the use of services, and proactively taking action during customer interaction has become critical in achieving high-quality service levels for enterprises.
Companies that struggle to effectively strike a balance between delivering products and solutions required by the market, and failing to ensure these solutions are readily available to multiple customer bases, at speed, with the inability to deliver these using sophisticated backend tools that enable quick deployments, may result in organizations seeing declining revenues, witnessing plateauing customer satisfaction levels and dwindling NPS scores.
The Solution - Wavenet Compose
Wavenet Compose is a multichannel virtual agent building platform that allows Mobile Network Operators (MNO) and organizations to effectively cater to customer needs and manage the deployment of telco or mobile services in a dynamically explosive multi-channel customer interaction environment.
Compose offers a common framework for service creation, integration,
orchestration, execution and monitoring across multiple
subscriber interaction channels in both
legacy (USSD) & digital (social media, VPAs) channels
The sophisticated Cloud environment enables organizations to instantly design and execute interactive services while presenting the customer with fewer resources needs due to the channel-agnostic feature of the Compose solution. This enables organizations to create a single virtual agent flow and execute it across multiple channels, in both legacy or digital channels.
The platform can be integrated with backend systems such as BSS/OSS systems, CRM systems which provides centralized integration capability to the organization, further enhancing virtual agent capabilities.