Service automation

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.

For any organisation with a large customer base, supporting high volume and complex customer interactions can be costly to manage and sustain. The ability to manage routine interactions through automated services means that the high touch customers and complex calls can be routed to an empowered agent delivering a personalised service. This improves customer satisfaction, increases efficiency as well as driving revenues through higher conversion of new sales opportunities.

MGt has been deploying automated services for 10 years, supporting clients who seek low cost transactional support. Our full portfolio of automated services includes:

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