Canada (en)
Canada (fr)
EU / EFTA
United Kingdom
France
India
Enhance customer communications and delight customers.
Customers want a wide choice of communication channels with consistent experiences. Combining agent support and AI self-service, without disrupting operations or compromising data security, can be challenging.
Easily communicate across text, email, social, and voice chats. Leverage self-service tools like AI-powered chatbots and interactive voice response (IVR), improving resolution time and customer experiences.
SHI’s experts help combine agent and self-service support to meet the evolving needs of customers and reduce call volume by 20%. We work with you to determine how chatbots, IVR, and intelligent virtual agents (IVAs) free up employees while improving first contact resolution (FCR).
Giving your contact center agents the right tools is only half the challenge.
Your agents need more than just communication tools. Finding the right AI tools for contact centers that integrate effectively is critical to agent success and IT manageability, helping reduce agent churn.
AI improves agent efficiency by 15%, automating repetitive tasks like data entry and emails, letting agents spend more time with customers. Agent Assist software is a real-time tool that picks up on key phrases, automatically suggesting solutions from knowledge bases. This allows agents to resolve issues quickly, increasing overall customer satisfaction.
SHI helps fit these AI solutions into your current contact center and integrate them with workflows for a seamless transition.
Leverage AI-powered contact center insights to stay ahead of your competition.
Strong agent performance is essential to prevent customer churn. Identifying pain points and understanding customer friction across channels is key for success.
AI-powered analytics and reporting can be leveraged to understand agent effectiveness. Finding the right channels and soothing pain points retains customers and builds trust. Easily find gaps to move resources and improve CX strategy.
Finding the right AI tools for customer service can be challenging without support. SHI helps you navigate the evolving landscape of AI. We examine your environment and provide tailored recommendations that enhance the experiences of both customers and agents — backed by our success in deploying complex contact center technologies.
Unlock visible, consistent performance wherever your contact center and staff are located.
Moving away from physical contact centers is a major change. Building resiliency while ensuring scalable solutions is an endeavor that demands robust, secure, and flexible infrastructure.
Our expertise helps you migrate from legacy systems to modern omnichannel solutions. By leveraging resilient, cloud-based contact center platforms, SHI helps build a solution that supports your customers into the future. With our partners, you can build a package that suits your needs.
Our experts find the right solution to help you strike a balance between agents, AI-powered tools, and automated support, ensuring business continuity and consistent customer service.
Improve your customer communication experience.
With dispersed workforces, it is difficult to find a one-size-fits-all solution. Building an integrated solution without costly backend infrastructure or long development cycles is key for efficient omnichannel communication.
Communications platform as a service (CPaaS) is a cloud-based delivery model and collection of tools that integrates into your software, letting you fully customize your communication stack. CPaaS is a cost-effective solution that enhances your customer engagement platform.
Before making recommendations, SHI’s vendor-neutral experts gather a deep understanding of your environment and priorities to find the best CPaaS strategy and solution for your communication needs.
