Case study: Customer experience transformation for a leading CRM & CX Provider

Business Context

Our client, a Global outsourcing provider of customer experience management headquartered in the USA with annual revenue of $1.7 billion, wanted to undertake a digital transformation project for one of their largest contact center companies, and they needed to track the entire customer journey from an IVR to an agent.

How BRIDGEi2i Delivered Value?

BRIDGEi2i developed a data lake and used ExTrack to mine this structured and unstructured data, while also running advanced analytics algorithms for topic modelling and sentiment analysis. The data processed from ExTrack is visualized on a web application and deployed on AWS for the final users.

We made sense of all structured/unstructured data types and improved Customer Retention!

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