Discovery

Most customer service failures can be attributed to the enterprise’s inability to align service strategy with the brand promise. The risk of taking a decision without structured approach results in poor investment decisions that lead to deteriorating customer experience. This is the core thought process that strengthens the Konectiv’s Discovery Consulting offering

Business Consulting
Driving towards an effortless customer experience
Deliver an experience as promised by your brand

 Konectiv. understands that every point of interaction with a customer is a moment of truth. It is at this point, that brands live or die. Konectiv. business consulting aims at connecting what customers expect and what they ultimately receive. Be it people, process or technology, Konectiv. stitches together a structured solution or set of solutions that begins at the top with the brand promise and business objectives and works its way into your technology components and SLAs.

Enterprises can enrich their customer experience and optimise businesses processes with Konectiv. business consulting services. We call it ‘Customer Experience. By Design.’ Konectiv. business consultants bring in a wealth of knowledge, industry frameworks, and once everything has been discovered Konectiv. can enter he next phase. Once we start to Design – The discovery allows for a powerful CX consulting platform – to translate brand promises into interactions that deliver a customer experience, as expected by customers and Customer Service Agents

Why Konectiv. Discovery and Business Consulting?

Customer Experience Specialists

Konectiv’s integrated approach to defining contact management strategies help enterprises redefine and maximise all four primary enablers of contact – people, process, technology and things.

A Robust Framework

 Konectiv. offers an IP-based CX consulting platform –

Design – that has built-in frameworks. Design offers methodologies and tools that enable enterprises to quickly and securely redesign the way they interact with customers and customer services agents.

Access to Knowledgebase

 Having managed over 1 billion customer interactions annually, Konectiv and Speech-Soft offers a wide-ranging knowledgebase of channel benchmarks, industry databases, and technology platforms to improve critical contact center metrics.

Powerful Integration

Konectiv. defines contact management strategies that look to redefine and maximise all three primary enablers of contact – people, process, and technology. Always taking a business first approach, Konectiv. offers CX technology designs, implementation schedules and roadmap for the foreseeable future.

Assess, Analyse, Advice and Assist

 Konectiv. discovery business consulting follows a structured methodology consisting of a series of analytical techniques to arrive at the current position of the contact centre against its maturity lifecycle and to identify opportunities for improvements.

Gain Return on Relationship

 Konectiv. enables enterprises to gain value from their CX investments by maximising resource utilisation. Konectiv. enables high ROI from technology components by extending asset life and enhance its value, augmenting existing service capabilities and adopting newer technology that matches business goals.

Design

Konectiv’s Design is a knowledge-based framework that enables you to deliver an on-brand customer experience based on the Discovery. It comprises of implementation methodologies, tools, analytical models, and best practices to deliver a series of offerings across customer care, self-service and Artificial Intelligence

Designing For Better Customer Experience

Every customer has an expectation from a brand. At every interaction, they demand an experience that is in line with their expectations. Yet, many brands leave a gap between customer expectation and customer experience. How can enterprises bridge this customer expectation-experience gap?

The Konectiv. Design process makes it possible by Designing in a structure.

Once we have discovered what customers expect from your enterprise through a series of analytical tasks, it gauges the maturity of your contact centres and helps in developing a technology blueprint to achieve CX goals. By leveraging components of its structure, our Design phase enables enterprises to progressively bridge the gaps between expectations and experience.

Structured Approach for the Ultimate Design

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 Powerful, Proven Methodologies and Tools

 Use exclusive methods, tools, models, and best practices that spans your entire customer experience management process. It offers business design, technology design, an implementation schedule and roadmaps for the foreseeable future emanating from a ‘bill of improvement’.

Decades of Experience Woven Together

 Ample multi-disciplinary bandwidth, that is unbiased, vendor-agnostic and focused on extending, augmenting and upgrading – rather than rip and replacing.

Multi– Disciplinary Bandwidth

 Utilise the most comprehensive Design strategies across the contact centre, workforce optimisation, customer engagement hub, digital marketing, customer journey analytics, customer feedback management, and communication enabled business processes.

Implement

Streamlining operations and extracting maximum value from technology, while balancing costs and mitigating risks, isn’t easy. That’s why enterprises need technology specialists who have the adeptness to deliver contact centre solutions that range from simple integrations to optimising complex self-service applications. Konectiv combines its unparalleled understanding of the contact centre operations and CX technologies with the power of On Prem, Cloud, DevOps, and Analytics to guarantee efficient use of technology.

Putting Technology to Best Business Use

sdWith the virtue of us all being in this industry for over two decades, Konectiv. meticulously selected strategic alliances that include the world leading technology brands along with a host of niche technology solutions and infrastructure providers. By staying on top of its clients’ technology priorities, Konectiv. ensures they deliver a consistent and rewarding experience to their Partners and Partners customers.

Acting as an extended arm of the Partners and customer’s IT teams, Konectiv. manages the entire lifecycle; right from capacity analysis, workforce management, development, testing and engineering to day-2 support. With an experience of over 9,100-man years in the Contact Centre space, Konectiv’s skilled technology pool comes with an unmatched industry experience, certifications, and technical know-how.

Why Konectiv. Discovery and Business Consulting?

Customer Experience Specialists

Konectiv’s integrated approach to defining contact management strategies help enterprises redefine and maximise all four primary enablers of contact – people, process, technology and things.

A Robust Framework

Konectiv. offers an IP-based CX consulting platform –

Design – that has built-in frameworks. Design offers methodologies and tools that enable enterprises to quickly and securely redesign the way they interact with customers and customer services agents.

Access to Knowledgebase

Having managed over 1 billion customer interactions annually, Konectiv and Speech-Soft offers a wide-ranging knowledgebase of channel benchmarks, industry databases, and technology platforms to improve critical contact center metrics.

Powerful Integration

Konectiv. defines contact management strategies that look to redefine and maximise all three primary enablers of contact – people, process, and technology. Always taking a business first approach, Konectiv. offers CX technology designs, implementation schedules and roadmap for the foreseeable future.

Assess, Analyse, Advice and Assist

Konectiv. discovery business consulting follows a structured methodology consisting of a series of analytical techniques to arrive at the current position of the contact centre against its maturity lifecycle and to identify opportunities for improvements.

Gain Return on Relationship

Konectiv. enables enterprises to gain value from their CX investments by maximising resource utilisation. Konectiv. enables high ROI from technology components by extending asset life and enhance its value, augmenting existing service capabilities and adopting newer technology that matches business goals.

Optimise

Konectiv’s Optimise is a contact centre analytics reporting platform that enables multi-channel and enterprise integration. It helps you measure everything that matters within the contact centre and unlock real business value from customer experience.

Turning Data into Actionable Intelligence

All analytics projects are kicked off with considerable expectations, yet more than half of them fail to deliver value to business.  With Konectiv’s optimise service your contact centre leverage analytics to drive performance. Be it old or new the Konectiv. Optimise Service can be integrated with other enterprise applications to gain holistic insights.

Drive Operational Performance with Analytics

 Optimise helps enterprises to measure everything that matters within the contact centre. By integrating multiple sources of channel data such as IVR, ACD, email, Chat, AI and CRM, you can track, monitor and analyse critical contact centre KPIs.

Perform Next Best Action Analysis

 When integrated with the suite of Konectiv. Optimise services, Konectiv. can support you perform in-depth analysis on rule effectiveness across customer segments, products and channels which help drive continuous improvement.

Gain Critical Real-Time Insights

 With Optimise services Konectiv. have built a series of web-based dashboard for real-time insights, you can leverage customisable dashboards and widgets to present a unified view of critical contact centre KPIs across your agents, their skills and multiple technologies.