Technology & Enhanced Tools
Advanced Technology Solutions
Innovative Technologies to Empower Customer Care
Support Services Group is an early adopter of a wide range of innovative technologies, tools, and platforms that we use to provide seamless, white-glove customer care.
Our AI Solutions Approach
Expertise and Flexibility Tailored AI Solutions, Agnostic Approach
The best solutions based on your goals and business needs, delivering improved performance and cost savings.
- Solution Agnostic: We leverage market expertise, not tied to any single solution.
- Business-Aligned: Solutions are tailored based on your objectives.
- Outcome-Focused: Our goal is to drive measurable results.
- Continuous Innovation: We invest time and resources in ongoing research and learning to stay on top of emerging AI solutions, and ensure we offer the best options at optimal costs without compromising on quality.
Natural Language Processing
Enhance understanding and response accuracy by allowing systems to interpret and respond to human language more naturally
Sentiment Analysis
Gauge customer emotions during interactions to help agents adapt their response and improve customer satisfaction.
Accent Neutralization
Support global communication efforts by reducing accent barriers, ensuring clear and effective customer-agent interactions.
Speech Analytics
Automatically analyze spoken conversations to identify key trends, assess agent performance, and uncover customer insights.
Emotion Detection
Identify emotional cues from customers’ voice or text interactions, helping agents provide more empathetic and effective responses.
Agent Assist Tools
Equip agents with real-time prompts and knowledge to handle customer interactions more effectively and improve first-call resolution rates..}
Performance Analytics
Provide realtime data on agent performance, helping to optimize productivity and improve service quality.
Compliance Monitoring
Ensure that agent interactions comply with industry standards and regulations through automated monitoring tools.
Chatbots & Virtual Assistants (VA)
Automate routine customer interactions and provide 24/7 support, enhancing response times and freeing agents for complex tasks.
CRM System
Centralized platform to manage customer interactions, streamline communication, and improve customer journey through data insights and automation.
Predictive Dialers
Automated systems that dial numbers and connect agents when a call is answered, improving agent efficiency and maximizing talk time.
Biometrics
Uses unique physical traits (e.g., voice, fingerprint) for secure and seamless customer authentication, reducing fraud and enhancing experience.
AI
AI-Powered
Solutions
With AI, we not only aim to provide better CX to our clients, but also help our agents do their jobs faster and easier through automation.
Automation of Sales and Customer Care Interactions:
• Live agents train AI bots to handle inquiries.
• Chatbots become smarter over time, and can eventually handle up to 80% of interactions.
Rapid Agent Training:
• Shorten agents’ training time through AI-powered mock training rooms.
• AI helps assess agent performance in training, instantaneously giving them a passing or failing grade.
Email Management and Webchat Support:
• The software can seamlessly integrate into a client’s webpage and tied into a Customer Relationship Management (CRM) system of choice.
• Hundreds of translation languages are available.
• Agents have complete access to customer conversation history, including post-interaction surveys, allowing any agent to seamlessly pick up on a previous conversation.
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Years in the field
Technology
Enhanced Tools
Through the years we’ve invested heavily in technologies, including those powered by Artificial Intelligence, to improve not just our Customer Service offerings but also our Quality Assurance, Coaching, Training, and Recruitment to optimize service delivery.
And we’re only getting started. SSG is working hard to drive long-term success and innovation in CX, building out an ongoing suite of digital capabilities for our clients.
Our AI Solutions
Ai Solutions
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Interactive Voice Response (IVR)
SSG believes in putting the customer experience first. With our interactive voice response (IVR) system, we use skills-based routing to match callers with the best available agent.
If customers don’t need to interact with an agent at all, SSG provides them with the information they need quickly and efficiently as possible. Our intelligent IVR has a WISMO (where is my order) feature that allows customers to input their order number verbally or via a keypad to receive tracking and shipping information, without having to wait to speak with an agent.
Machine-Learning Enhanced Reporting & Analytics
We offer fully customizable BI dashboards, allowing you to manage your business more effectively. These dashboards provide real-time reporting and monitoring, with the option to receive interval reports (daily, weekly, or monthly) directly in your inbox.
The system unifies data across all support channels into a single, comprehensive view, making it easier to analyze and act upon. This end-to-end BI software includes database management, ETL processes, analytics, and visualizations. And with an open API framework, it can be customized to suit your specific needs.
Powered by In-Chip™ Technology, the analytics engine is 10 to 100 times faster than standard in-memory solutions, ensuring rapid data processing. Additionally, you will have access to a world-class Reporting and Development Support Team.
Tailored Omnichannel Solutions for Any Business
We specialize in customizable, AI-powered, and scalable CX performance technologies that deliver seamless, best-in-class experiences for both our agents and customers, no matter the channel.
Whether through voice, email, live chat, or social media, our omnichannel support ensures the customer experience remains consistent and fluid from one platform to the next. We meet customers on their preferred communication platform, providing support wherever they feel most comfortable.
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