Channel Management (MULTICHOICE)
Businesses are often stuck in the manual process of identifying customer complaints or requests from multiple customer servicing channels. This definitely delays the response time to customer and in some cases, could get lost in-between the process as well. To improve end customer experience, streamline operational efficiencies and serve end customers in record time, the solution is a single application that integrates all the dashboards.
MultiChoice (MC) is one of the largest entertainment group in South Africa and ROA, a part of Naspers group. MC has three main customer servicing wings – Call Centres, Twitter handler & Walk in Centres. Here’s how they collated data from all these into an enriched set of dashboards with Neutrinos cognitive services.