Omni-Channel CRM

Omni-Channel Customer Engagement Platform

In the world of digital, customers have multiple channels to interact with the brand and ensuring a consistent customer experience with a growing volume of customer requests can be challenging and overwhelming. To achieve competitive advantage, it is paramount for companies to provide swift, consistent, and personalized response to the customers via their preferred interaction channel across all touchpoints.

Omni-Channel CRM is a custom built platform that can transform the way companies engage with their customers. Whether it is emails, social media or chat, omni-channel CRM will enable the customer service agents to provide a superior customer service in a most efficient and consistent manner across all channels.

IGT Offerings

Omni-Channel CRM uses an advance Natural Language Processing (NLP) algorithm along with powerful and flexible workflows to solve the business needs like Social Media Management, AI-based Email Processing and Automated PNR Processing. It ensures that every customer request is handled in the most optimum manner.

Omni-Channel CRM help organizations become adaptable to the changing digital environment incessantly. It enables them to respond to customers in the fastest and the most personalized manner possible by detecting the sentiment of an incoming request, automatically prioritizing and routing it to the right department, and even identifying the most suitable response.

The inbuilt features of the solution are:

Web-based platform to capture, track and manage data from multiple sources such as GDS, CRMs, Mail Servers, and Social Media etc.

Responsive agent console (Desktop, Tablet or Mobile) for multiple action types and functions

Custom-built algorithm to prioritize tasks across agents, bots over physical and virtual boundaries

Task allocation based on Customer Value, agent skill sets, leveraging intelligent robotics

Built-in analytics and access to advanced reporting features such as historical reports, statistical & customized reporting

Robust reminder management system integrated with scheduled and unscheduled notifications in form of alerts and mailers

Pre-defined customizable email templates with context based auto responder

Support to multiple tailored SLAs, event alerts and monitoring systems for real time task tracking

Built-in user management with access control, sharing and visibility of data based on the user roles

Delivering Results

30% efficiency gains for the largest global OTA
80% reduction in agents screening emails due to automation for a leading LCC carrier
Missed opportunities due to fare increase decreased by 10% for a large European OTA

IGT BPM Services And Solutions

IGT provides front office and back office BPM services through its Global Delivery Model from 15 locations worldwide and support in over 20 languages.

Sales & Reservations

Loyalty Programs

Social Media Management

Debit Memo Research

Content Management

Baggage Helpdesk

Refunds & Claim Processing

Irregular Operations (IROPS)

Languages Supported

iCOMP

IROPS causes poor customer satisfaction due to lack of real-time communication, incapacity to arrange alternate accommodation and inadequate compensation by the airline.

Creating a 360-degree View of the Connected Traveler

Today travel providers have vast amounts of data at every step of their customer’s travel booking cycle.

COVID-19 Contact Tracing Management

The rapid spread of COVID-19 had led to extremely severe implications. In an attempt to curb this transmission, institutions worldwide have applied widespread physical distancing measures.