Deliver a differentiated customer and employee experience while creating a more efficient contact center.

Meet TrueServe™ by Deloitte Digital

Meet TrueServe™ by Deloitte Digital

TrueServe™ is an integrated suite of leading contact center 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 center 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.

Key features

  • 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 center as a service
    The solution offers a comprehensive, scalable suite of contact center 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.
  • Centralized admin console
    The admin console creates a scalable and unified end-to-end experience for organizations to manage contact center 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.

Interested? Get in touch

Andy Haas
TrueServe™ General Manager
Managing Director, Deloitte Consulting LLP
Anuj Maniar
TrueServe™ Go-to-Market Leader
Principal, Deloitte Consulting LLP
Kevin Hall
TrueServe™ Chief Product Officer
Managing Director, Deloitte Consulting LLP