Digital Contact Centres
Abacus delivers innovation to enhance customer engagement through digitisation. We offer intelligence based digital engagement solutions and services to our customers that allow them to serve their end- customers across channels with cost efficiency and scalability, ultimately keeping them ahead of the curve.
With digital in our DNA, we help our contact centre customers to truly transform into intelligent engagement centres to improve customer experiences, agent responsiveness, and our customers’ confidence in our services.
What makes us distinct?
Harnessing the power of data with AI
Abacus is moving beyond traditional KPIs – in the age of digital disruption with invaluable customer data – contact centres need to figure out how to leverage contextual information to deliver personalised, convenient resolutions. We have developed an in-depth understanding of how, why, and when customers engage with contact centres with their queries – using AI for directing and resolving simple queries on live chats, emails, and outbound. Through advanced analytics, we allow our customers to adapt to the changing needs of their digital natives end-customers.
Offshore Delivery Centres
Abacus, with headquarters in the United Kingdom and strong foot-print in MENA and the United States, has its off-shore delivery centres in Pakistan, Philippines, and Egypt. Our purpose-built delivery centres have a large pool of English and Arabic speaking workforce. These strategically located delivery centres allow us to serve our customers across the globe by reducing the cost and driving tangible business outcomes.
Automating Contact Centre Processes; Serving Humans with Technology
With digital, Abacus brings the best of both worlds to our customers. Abacus has designed a hybrid customer service centre, where the digital workforce goes hand in hand with the human workforce with great ease and confidence. Anytime we automate a process, we also allow agents to spend more time helping customers, and less time performing manual tasks.
Continuous Innovation with Cost Optimization
At Abacus, we believe and have witnessed that if the digital transformation done rightly, can yield enough cost savings, that the initiative becomes a self-funding mechanism for the organisations. With this belief, we help our customers to identify and implement the right automation solution at their contact centres thus enabling dramatic improvements in customer engagement and contact centre agent processes.
See how your contact centre can benefit from our RPA services.