As a leading provider of omnichannel customer services, IGT Solutions built an omnichannel approach to address the client's customers' needs across multiple channels (like email, voice, and chat support). The team worked closely with the client to enhance standardized process flows across all channels. The comprehensive approach included services across the following areas:

• Order Processing: IGT Solutions worked with the client to efficiently cater to a more extensive customer base through a streamlined order processing mechanism across all channels—voice, email, and chat.
• Post Sales Helpdesk: Across all these three channels, the team set up of post-sales helpdesk with voice, email, and chat channels to support customers after a service purchase
• Monitoring and Reporting: IGT Solutions created the reporting and monitoring framework for intuitive and improved visibility to help with actionable insights
• Quality Monitoring: The team established quality monitoring KPIs to deliver consistent quality and high-level accuracy to address customer demands