Customer experience

Empower Your Brand with Technology- Driven Customer Excellence

Today’s customers expect seamless, personalized experiences across all touchpoints and quick resolutions to their needs. To stay ahead, businesses must prioritize digital CX transformation. Moder’s advanced CX solutions—featuring Gen AI-powered Agent Assist, AI bots, and predictive insights—enable personalized, omnichannel engagement that helps businesses exceed customer expectations.

Increased agent productivity

Call deflection to lower cost channels

Streamlined contact center operations

Superior employee & customer experience

Shaping tomorrow’s CX

We harness a combination of proprietary tools and strategic partnerships with leading digital solution providers to develop future-ready CX solutions. Our digital-first approach optimizes CX operations for efficiency, compliance, and agility, empowering you to effectively meet evolving customer demands in the digital landscape.

Predictive Insights & Chat Redirection
- Leverage data analytics to anticipate customer inquiries.
- Employ historical customer data to identify potential issues.
- Outcome: Proactive engagement, reducing the need for direct calls.
Interactive Visual IVR
- Enhance customer experience with a visual, interactive voice response system.
- Guide users through common inquires, such as payment status and service options.
- Outcome: Call volume reduction.
Automated SMS Alerts
- Utilize automated SMS notifications to remind customers of upcoming payments and other critical actions.
- Outcome: Call volume reduction.
Voice Biometrics Authentication
- Implement voice recognition technology.
- Streamline the authentication process.
- Outcome: Improved call handling through secure and quick access to customer
Conversational IVR
- Deploy advanced IVR to interact conversationally with customers.
- Manage a range of requests such as account inquiries and service changes.
- Outcome: Automatic categorization and processing, reducing the need for agent intervention.
Contextual Case Summarization
- Provide agents with a pre-prepared summary of the customer’s case prior to the call.
- Outcome: Faster resolution and personalized interaction.
GenAI-Powered Agent Assist
- Equip agents with real-time GenAI tools to monitor ongoing conversations
- Analyze intent and sentiment with speech and text analytics, and suggest
- Outcome: Improved productivity and lower average handle time (AHT).
GenAI-driven QA
- Automate the quality monitoring process.
- Ensure consistent agent performance evaluations across calls.
- Outcome: Comprehensive audits and significant reduction in quality management.
GenAI Training Simulators
- Utilize GenAl simulation to accelerate agent training.
- Improve system navigation skills.
- Outcome: Accelerated agent speed to proficiency
GenAI-enhanced call summarization
- Implement GenAl tools to automatically summarize call details.
- Effortlessly capture customer concerns, intent, and resolution provided.
- Outcome: Superior post-call documentation and follow-up.
Instructional Process Design
- Design robust training programs and audits based on a detailed analysis of common failures and root causes.
- Outcome: Enhanced agent performance and minimized errors