solvatio® OMNICHANNEL AGGREGATOR

Turn various customer service channels into one journey without borders. Align and continuously improve their quality while saving time and effort.

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MANY CHANNELS. ONE JOURNEY

Good service quality meets customer convenience.

The solvatio® OMNICHANNEL AGGREGATOR provides maximum freedom for your customers. Regardless of where a service journey begins or ends – they can hop between channels at any time and without loss of context. At the same time, you keep a holistic view of the customer, the case and the issues, while all your customer service channels access the same information. You pull the strings, can orchestrate across channels, and coordinate their interaction. Raise customer satisfaction, prevent repetitive efforts, and allow data analyses on the entirety of data. That’s what true omnichannel is all about.

Improving customer service quality at Sunrise

SAVING EFFORT WHILE MAXIMIZING ACCESSIBILITY

Your service content scales on every channel.

Save effort while addressing correct technical troubleshooting and adequate communication at the same time. “Single source – multi use” means that your customer service content exists once but can be presented individually. The technical solution to a problem is common and available to all frontends, but you decide its communication on different frontends. As long as your service content meets basic requirements, the solvatio® OMNICHANNEL AGGREGATOR enables you to leverage it for true omnichannel customer service experiences.

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END-2END. EVERYWHERE. TO EVERYONE

Empowering every channel to solve problems itself.

For solvatio, omnichannel also means enabling every single channel to solve problems itself. To do this, channels are connected centrally to an interface giving them access to all relevant data and systems. What that means? Each channel has equal access to customer service data, to your OSS/BSS and can trigger automations everywhere. Each channel can access workflows that include automation, machine learning, dialogs, rules, logics, and flows. Each channel is both a lone fighter and a team player – depending on what the customer wants and what you want the channel to do. End-2-end customer service on every of your channels.

A flawless and compelling experience

“In a context where customers demand the best QoE for triple-play services, the solvatio ensures a flawless and compelling experience to an ever growing number of users that are reaching Sunrise on the web. We look forward to our continued partnership with solvatio to achieve the next stage of our digital journey.”

Carlo Rossi
Senior Project Manager
Sunrise AG

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WHAT THE solvatio® OMNICHANNEL AGGREGATOR DOES

  • Gives your customers full freedom where to start and end their service journey
  • Makes all information accessible on all customer service channels
  • Always gives you and your agents a holistic view of customer data, history and issues.
  • Lets you address technically correct troubleshooting and understandable communication at the same time
  • Saves you effort by scaling service content across all channels
  • Empowers each channel to deliver end-2-end customer service – alone or in collaboration with other channels.
  • Unifies and optimizes the complete decision-making process in your customer service together with AI.
Customer Service Quality and Data Integration

AI x OMNICHANNEL – NOT JUST CONSISTENT

But also consistently improving.

The goal of Next Best Actions (NBAs) by AI is delivering recommendations for action to a customer or service agent – self-optimizing and data-driven. In combination with the solvatio® OMNICHANNEL AGGREGATOR, however, completely new advantages emerge: If each channel can draw on NBAs, they all train the algorithm together. Each successful problem solution on each channel is registered and improves the overall problem solution. This “cycle of improvement” means that AI not only fosters consistency between different channels, but also ensures that they consistently make each other better. You align and improve decision making across channels.

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We connect what defines you. We enhance it with data-driven technologies and automations. And we enable you. To shine in a true omnichannel environment. Have a look! See our solution in action.

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All solvatio services.

solvatio® AI DECISION COACH

Empower all channels with data-driven recommendations by AI.

solvatio® OMNICHANNEL AGGREGATOR

Turn various customer service channels into one journey.

solvatio® BOT SMARTENER

Enable your bots to solve customer service issues with smart and dynamic decision-making.

solvatio® ANOMALY WHISPERER

Pinpoint the root cause of a failure quickly through real-time customer network feedback.

solvatio® SELF SERVICE ENABLER

Create self-service customer experiences that relieve your agents and increase your accessibility.

solvatio® UNDERCOVER AUTOMATOR

Maximize automation across all systems: Automate diagnosis, solutions, and communications.