Deliver a differentiated customer and employee experience while creating a more efficient contact centre.
Meet TrueServe™ by Deloitte Digital
TrueServe™ is an integrated suite of leading contact centre technologies and industry-specific accelerators. It’s ready to help you deliver the right service, on the right channel, right now. And with cloud, AI, and analytics capabilities built in, it can help prepare you for whatever challenges and opportunities tomorrow may bring.
With a right-channel approach to get customers into the best engagement channel based on their needs, TrueServe™ elevates service experiences while helping to control operating costs. The analytics capabilities within the solution provide strategic insights to increase contact centre responsiveness and enable continuous optimization. TrueServe™ is designed with flexibility and modularity to meet you where you are on your journey and accelerate your path to value.
Conversational AI-driven self-service The self-service features seamlessly support both voice and digital channels. The voice capabilities include integrated rich chat interactions that provide a unique and differentiated multi-modal experience.
Flexible orchestration The pre-built orchestration layer has the flexibility to allow our self-service solution to connect with any technology ecosystem while supporting APIs, interaction management, and configurable redaction and encryption.
Contact centre as a service The solution offers a comprehensive, scalable suite of contact centre capabilities built on leading cloud-based technologies with full integration into our self-service features and agent console.
Next generation agent console The agent console brings a 360-degree view of the customer to the forefront with agent assist capabilities including next best action, dynamic knowledge, transcription, sentiment analysis, guided and scripted workflows, and a consolidated softphone to simplify the job of the agent.
Centralised admin console
The admin console creates a scalable and unified end-to-end experience for organizations to manage contact centre users, operations, and services across applications. The console includes an intelligent routing framework with skill mapping and rules.
Outcome-based design and analytics system
The conversational AI design and analytics system measures overall business value for virtual assistants and provides granular, actionable insight into the customer experience journey with an outcome-based analytic model and the ability to measure performance against goals.