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TeleApps: Enabling Enterprises to Transform Customer Experience across Channels

Sajee Poulose, CEO

TeleApps has excelled in its market and established itself as the preferred partner for the deployment of complex Omni Channel application services and carrier-grade solutions. It provides flexible solution integration consulting & services to the enterprise and contact center industries. Further, TeleApps has extensive domain knowledge and experience in delivering a wide range of services across consulting, implementation, training and ongoing support. Its products and services aim to resolve issues, monitor performance with operational and customer insights derived from analytics and empower businesses to grow and succeed.

In conversation with Sajee Poulose, CEO, TeleApps

Today, service providers are facing unprecedented challenges to improve operational efficiency and reduce costs with increasing industry consolidation, technology convergence, and increasing competition. How does TeleApps find ways to keep current customers and entice new ones?

TeleCare Service Management (TSM) is a Cloud based monitoring tool designed to reduce operational cost and also help to migrate from on-premise to Cloud based infrastructure. This is further enhanced by having established premium partnerships with industry leading communication technology providers.

Consumers are beginning to not only demand but expect that enterprises meet the experience level of private communication in every interaction.

How do TeleApps’ products and solutions are filling this gap to give people a better understanding of the digital world?

Our team of experts craft products and solutions to bridge gaps in workflows, automation and communication technology stacks. Our experience in optimizing contact center and customer engagement scenarios has enabled us to produce purpose-built solutions that can transform one’s business. Some of these solutions and products are CxC (Customer Experience Cloud), SocieTA and NexTA. TeleApps’ Customer Experience Cloud is a powerful agent-based fully integrated self-service application helping deliver each of your contacts to the right agent the first time. NexTA helps consolidate multiple customer interactions like voice, chat, digital, self-service and bots into a simple elegant paradigm. Besides, TeleApps’ SocieTA helps customers manage their online reputation and handle a crisis with the help of social listening tools and technology solutions with real-time analysis of data.

TeleApp's solutions hinge around new technologies such as interactive chat response, natural dialogue conversations, speech analytics, and workforce analytics

Furthermore, TeleApp’s solutions hinge around new technologies such as interactive chat response, natural dialogue conversations, speech analytics, and workforce analytics. TeleApps provides easy to adopt, ready-to-deploy solutions for your business communication needs.

In an age where choices are plenty and customer loyalty is unheard of, good customer experience goes a long way in building stickiness. How does TeleApps deal with these challenges?
TeleApps consultative approach helps

enterprises understand end customer functional requirements and map the same with technology components by means of customizations and business applications integration thus enabling customer retention and loyalty.

Please tell us about one of your recent implementations which became a turning point for TeleApps?

With the help of our exceptional products and services, we helped one of the telecom operators in Africa transform its contact center with self service and multi channel capabilities.

The challenge company was facing is that it had invested in a state-of-the-art Call Center. While the initial investment in technology had helped them to quickly address customer queries and grow their services, this also led to a proportional increase in agent workload. The customer was therefore compelled to consider and offer self-service to its subscribers for regular requirements so that agents could address queries which actually required human intervention. So, we employed our consultative approach with the customer and implemented the self-service(IVR) application. This solution delivered by TeleApps significantly improved customer satisfaction and agent productivity in the Call Center. There was 30 percent reduction in time to attend calls and improvement in agent productivity. More so, these were sustainable and eco friendly solutions for customers to save costs on printing and mailing.

After such and more successful implementations, what are your upcoming future innovation goals?

TeleApps empowers its workforce to enrich customer engagement through innovative technologies and solutions. In the next 5 years, TeleApps will be positioned as a technology agnostic leader in providing solutions and services to transform customer engagement. We always ensure innovation and accountability in delivery thus addressing customer challenges with a high sense of quality and value.

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