Reinventing Customer Experience Management with Intelligent Automation
Customer Support Digitalization for Superhero-like Companies
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Cempresso platform - trusted by leading Communication Service Providers in South-Eastern Europe
In the fast-paced world of customer service, where every moment counts, our platform stands as a beacon of efficiency. No more navigating complex knowledge repositories or wasting time; Cempresso is a groundbreaking software platform designed for customer support process automation, AI based self-service applications and knowledge management. It goes beyond traditional solutions by providing agents with the full context and AI-driven suggestions, empowering them to swiftly tackle customer problems with a single, intuitive tool.
From the contact center to issue resolution, Cempresso covers the entire interaction lifecycle. It opens the doors to cross-functional process improvement, automation, digitalization, multichannel adoption, and process optimization, creating a seamless orchestration of operations. Additionally, with AI-based self-service applications, Cempresso takes customer support to new heights, offering users an intelligent and efficient way to find solutions independently. With Cempresso, your agents gain a powerful and efficient means to access crucial information, resulting in higher first-time resolution rates and, ultimately, happier customers. Elevate your customer support experience with the Cempresso Platform — where innovation meets unparalleled efficiency.
How does it work?
Step into a world where countless apps, software solutions, and tools are seamlessly orchestrated to enhance the everyday experiences of your employees. In the hustle and bustle of your contact center, where juggling between CCaaS systems, CRMs, help desk tools, and analytics software is the norm, time is of the essence.
Enter Cempresso, a transformative system seamlessly integrated into your existing IT landscape, designed to be the beacon of efficiency your employees crave. It doesn’t just coexist with your systems; it enhances them. By analyzing data from various sources, Cempresso aggregates vital information for your agents, providing a holistic view to streamline their interactions.
But that’s not all – Cempresso becomes your agent’s trusty guide through every process, from troubleshooting to onboarding and handling complaints. Imagine, instead of weeks of training on multiple applications, your agents only need to master one and follow a simplified workflow.
Moreover, Cempresso ensures uniformity across your organization, guaranteeing that every agent follows the exact same steps for a consistent and reliable customer service process. With its multi-channel feature, you can revolutionize customer interactions, routing calls through different channels and offering innovative solutions like digital technicians and 24/7 virtual assistants. Embrace the future of customer service with Cempresso – where simplicity meets innovation.
Typical business areas that benefit from Cempresso Platform are:
Cempresso Platform Main Features:
Cempresso Platform Reactive Use Cases:
Cempresso Platform Proactive Use Cases:
Cempresso Platform Implementation Benefits:
Key capabilities
Agent console:
- A customer-centric contextual dashboard with 360-degree views designed for customer service representatives
- Intelligent step-by-step guided workflows with AI
- Automatic actions and remedy flows
- Advanced history of all activities on any channel
- Multi-user role management options
Selfcare applications:
- Web-based and mobile applications to guide customers
- Virtual assistants to offload care agents
- Guided automated issue detection, root cause analysis and remedy procedures
- Comprehensive customer care 24/7
Chatbot applications:
- Efficient chatbot applications available on apps like WhatsApp and Messenger
- Common capabilities for machine-to-machine interactions (i.e. IT systems and connected devices)
- Chatbot business logic with no-code flows
- Fully integrated multi-language NLP engine
- BPMN drag-and-drop workflow building
Integration Framework:
- supports various API protocols
- simple and seamless driver invocation/call from the workflow design mode
- driver pooling and throttling concept for efficiency and resource management
- error handling (asynchronous invocation from WF, retrying mechanisms, etc.)
- runtime hot-swap driver replacement with no system down time
Business logic management:
- everything in Cempresso is managed through BPMN based workflows
- flexible web-based design studio and workflow modeler enable fast creation and deployment of process logic in an easy-to-use drag-and-drop interface
- wraps around existing systems and brings a new BPMN based automation layer
- low-code/no-code platform to build customer centric process automation applications
Insights and resources
Automating Customer Care Troubleshooting and Diagnostics
The Cempresso Customer Care software platform automates customer support and enhances knowledge management in the evolving business landscape.
Through AI-driven suggestions and the management of simple, repetitive tasks, the Cempresso suite simplifies the way companies deliver unforgettable experiences to clients.
Telecom Industry focused?
Telco Troubleshooting Automation
Over the past 15 years, Bulb Technologies has earned a reputation as a leader in broadband service management.
The company has helped communications service providers - fixed, cable, and mobile - deliver a superior customer experience while dramatically reducing operating costs.
Our Telco portfolio offers a new approach to automated end-to-end diagnostics, guided troubleshooting and analytics.
Telecom Industry Focused?
The Ultimate Guide to Launching a Process Automation Project
As companies search for ways to make businesses more efficient, productive, and effective, automation has risen to the top of the must-have investment list. According to Gartner, between the years 2020 and 2021, the global RPA sector saw a growth of around 19.5%. Though that might not seem like a huge number, it was an increase of 7.6% in the previous year.
Automation is changing the way countless businesses operate. The question is, how do you get started with a new Process Automation Strategy?
Read our guide
Why is Customer Self-Service Becoming So Important?
In a digital environment, self-service offerings allow customers to bypass interacting with an agent and get the crucial, ultra-fast response time they desire. Today’s customers can navigate digital environments and access various features on their own.
At Bulb Tech, we can help you develop the ultimate customer service solution – from self-service solutions to automation. Contact us today to learn more about what we can do for you.
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Embracing Hyper Automation: The New Age of Intelligent Automation
Identified by Gartner as the number one strategic technology trend for 2020, hyper automation is a concept in the early stages of rapid industrial growth. Where automation leverages technology to automate human-focused tasks, hyper automation supports the rapid identification and automation of various processes via RPA (robotic process automation) and low-code platforms.
As digital transformation plans accelerate following COVID-19, organizations will demand more business process automation and IT innovation.
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