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Our services

Contact Centre Transformation

Helping you to stay ahead, delivering truly exceptional customer experiences through your contact centre.

Overview

Transforming your agent and customer experiences with the power of the cloud.

Experience is a key battle ground in turning your customers into ambassadors for your brand – and with ever-evolving traditional and digital channels, meeting them via the channels of their choice is a constant journey. Contact Centre transformation will take the power of the cloud, AI, data and insights to empower your agents to delight your customers.

The Kerv Difference

Award-winning contact centre transformation and customer champions.

Customer First, Cloud First

We were “born in the cloud” – helping you build on the cloud to deliver the experiences your customers need is what we do. But we’re also totally focussed on your customers’ experiences and outcomes – and use the cloud technology to deliver on that promise

 

Digital Natives

As digital channels become dominant, and messaging services vie with voice as channel of choice for many consumers, our channel-agnostic approach will help you deliver brilliant services wherever your customers choose to engage with you.

 

Technology, People, Process

We will help you with every aspect of your contact centre transformation – from how you engage, manage and develop your people and management teams, to how you wrap live experiences around your digital assets right through to when to (and when not to) exploit AI.

Customer led, technology enabled, experience as a service

Employee Engagement

Delivering great customer experiences starts with motivated employees having a brilliant experience themselves. We will help you with the tools and services to engage, enable and empower your agents.

Personalisation – not technology

Your customers are individuals – their needs and preferences personal to them. We’ll help you build customer journeys and experiences that are designed to help your customers in the way that works for both of you.

Digital First, Voice First

No – that’s not a contradiction. It’s a philosophy that says that every interaction is equal – that we need to enable customers to self-serve where appropriate and get personal help quickly when it matters.

Integration Everywhere

Enabling frictionless contact through integration across your key customer management platforms – making use of the rich tools and services available in today’s API-enabled world to create seamless experiences.

Data & AI At your Service

We’ll help you determine the best applications for AI in your customer journeys – whether that’s using “bots” to power customer self-service, or rich machine learning techniques to unlock actionable insights from your data.

Secure & Compliant by Design

We understand the imperative of protecting customer and employee data, securing financial transactions, and demonstrating compliance – whether that’s for the FCA, GPDR, PCI, Cyber Essentials, or all at the same time!

Got any questions?

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