Digital Contact Centre
IntelliKontact
Powering Microsoft Digital Contact Centre Platform
Overview
Consumers today, expect effortless, consistent, and secure experiences across any point of contact they choose. With the stakes this high, companies are in dire need of modernizing Customer Service.
Companies are looking for a Partner who can help them with omnichannel engagement and intelligent self-service, personalizing and safeguarding customer interactions, improving agent productivity and modernizing case management, and increasing customer acquisition and revenue alongside driving the IT infrastructure with simplicity, flexibility, and innovation.
Sonata's Solution for the Microsoft Digital Contact Centre Platform aligns perfectly with these requirements. It makes the contact center hyper-intelligent and responsive, enabling companies to deliver exceptional engagement at every touchpoint. Sonata has the best Microsoft capability in size & depth. Gold Partner with a proven record. Its platform knowledge & expertise is unmatched in the market. Sonata is a forerunner in the Market with the flexibility to work with Solutions encompassing multiple technology stacks. Our service catalog consists of:
Consulting Services:
Business ideation framework led consulting workshop to define the problem, identify use cases and recommend solution approach, Implementation Roadmap and Plan
Implementation Services:
Enterprise Implementation, Industry specific templatized solution
Engineering Services:
Modernization and Platform Engineering, Cloud Migration
Consulting Services
Uncover new prospects with our comprehensive high-value recommendations.
Sonata's Dynamics consulting services assist customers in conducting Business Value Assessments to create strong business cases
Sonata's consulting services are Microsoft Catalyst-compliant
Services include Architecture evaluation, performance auditing, and management
Business process consulting using its Best practice and Digital Business Process Libraries
Proprietary methodology of Platformation TM to execute Digital transformation
Industry segments includes Retail, Healthcare, Manufacturing & Distribution, BFSI, Travel & Tourism, etc.
Implementation Services
Access in-depth product knowledge in implementing enterprise digital transformation through predefined industry-specific templates.
We assist businesses in implementing enterprise digital transformation
We help defining industry-specific templates and implementing services across multiple geographies
15 years of experience in modernization and implementation projects
Global presence across North America, Europe, Asia, ANZ
Global Team of SMEs’ having (1) Process Knowledge (2) extensive man-years of effort experience in CE - CS
In-depth Product Knowledge – Working experience with MS Product Engineering Team
Engineering Services
Utilize technology and domain expertise to become faster, more inventive, and more resilient.
Our cloud modernization offerings enable enterprises to increase business agility and resilience with scalable cloud-based solutions
We help clients with a cloud-based solution that modernizes complex legacy systems
We help equip businesses to better position themselves to adjust to the continuously changing needs of the business
Our all-in-one services include cloud enablement, industry-specific templatized solutions, ongoing application management, and continuous improvement
Sonata employs its DevOps knowledge to conduct an in-depth analysis to assist you in understanding the requirements while focusing on the long-term goal
Solution Catering to All Your Needs
Enables omnichannel engagement and intelligent self service
- Telephonic (voice/calling)
- Digital engagement channels
- Self-service IVR and chatbots
- Conversational AI (NLU, Speech-to-text, Text-to-speech, dialogue)
Personalizes and safeguards customer interactions
- Customer and Channel analytics
- AI intent prediction
- Biometric authentication and fraud prevention
Improves agent productivity and modernizes case management
- Agent Desktop
- Case Management
- Agent AI assistance
- Robotic process automation
- Collaboration (swarming, expert chat)
Increases customer acquisition and revenue
- Predictive targeting
- Virtual assistant
- Live Chat
- Proactive engagement
Drives IT infrastructure simplicity, flexibility, and innovation
- Single, unified platform for contact center, CCAI and CRM
- Open, extensible and adaptive platform
- No code, low code and pro code development
- Elastic cloud scale to accommodate fluctuations
Benefits of Modernizing Customer Service through Digital Contact Center Platform
Improve agent productivity, reduce costs, and increase revenue and customer acquisition among other benefits for worldwide availability and support.
Increase CSAT and resolution with hyper-personalized omnichannel engagement
Improve agent experience with AI-assist and collaboration
Build trust through biometric authentication and fraud prevention
Create richer engagements with Context IQ capabilities driven by AI
Boost automation through highly sophisticated conversational IVR and self-service experiences
Increase customer acquisition and revenue from upsell/cross-sell
Reduce complexity and lower TCO with a unified solution from a single vendor
Build and deploy with confidence through worldwide availability and support
Industries and Segments
Healthcare
Monitor conversations, and appointments - NLU‑powered conversational AI, protect critical data, and gather customer insights to create a 360 Degree View of the Patient.
Banking & Financial Services
Access current product holdings along with cross-sell and up-sell opportunities, orchestrate customer journeys, eradicate fraud, and utilize Nuance Conversational IVR and Nuance Call Steering with proactive notifications.
Manufacturing
Make use of customer case management, remote equipment diagnosis, analysis of customers’ complaints or requests and AI-driven suggestions on case resolution for agents among other benefits.