Online services

At MGt, we recognise the need for online services to be as highly automated as possible as well as easily scalable to meet fluctuating demand.

From a service provider's point of view, supporting high volume and complex calls can be costly to manage and maintain. At MGt, we recognise the need for customer support to be as highly automated as possible as well as easily scalable to meet fluctuating demand. The ability to manage basic calls through automated services means that the high value and complex calls can be routed to an agent thus enabling opportunities to up-sell and cross-sell new services. This in turn improves customer satisfaction through improved efficiency as well as drives new revenues through maximising conversion of new sales opportunities.

The automated services that we support include:

• Transactional services
• Interactive Voice Recognition (IVR)
• iSub/ iReg
• Automated e-mail
• SMS
• Advanced Speech Recognition (ASR)
• Online customer self-service (CSS) though web chat, knowledge management and account management