Every touch point matters, which is why we work with our clients to help assess the biggest opportunities for improvement in this area by:

1. Consolidating, measuring and improving all contact channels (social media, voice, email, webchat, self-service etc.)
2. Using customer interaction history, feedback and data to simplify and personalise the experience
3. Improving the knowledge and performance of agents
4. Using detailed analytics and process/workflow improvements to drive efficiencies

If you’re a small business striving to increase service levels, efficiency and profitability without heavy software and infrastructure investment, or a large business with a complex set of requirements, costs are always a significant consideration.

By improving workforce efficiency, and examining everything from workflows, processes, and systems integration to reducing service costs via self-service options, we do what we can to boost your bottom line.

Convert more leads to customers.

We work closely with our customers to improve lead management and automation as well as advise on inbound and outbound strategies, processes and workflows to increase sales.

Our collaborative approach sets us apart

Focus areas

Omni-channel (voice, SMS, chat, social media etc.)  | intelligent routing  | self-service (phone, mobile, web)  |   customer feedback  |   reporting & analytics  |  quality and performance management   |  e-learning  |  workforce optimisation  |  gamification  |  smarter outbound dialling  |  lead management & automation  |  scripting & templating  |  workflow optimisation  |  interaction recording | Business Intelligence

Why choose INOVO?

Business Partners and Solutions