Managed Solutions That Make a World of Difference

World class Customer Experiences are driven by best-of-breed Technology, and an outcome-focused Operation. Eventus’s fully integrated Managed Solutions provides every aspect of these two key areas. We provide a variety of solutions, designed for agility and scale, from providing professional services to providing end-to-end, turn-key customized omnichannel solutions. With our unique business approaches, including a full gain-share model where Eventus puts skin in your game, Eventus aligns your incentives to continually improve and create more value over time.

Technology

We are experts at building, integrating, and managing cloud CX platforms, ensuring that your carefully designed voice and digital experiences are delivered effectively and efficiently. Our edge comes from years of experience as technologists and operators, making sure that the latest technology trends align with proven operational methodologies and techniques. We meet you wherever you are in your CX journey, from providing short-term and high-impact fixes, to professional services implementations, to full-turnkey technology solutions where we bring the perfect technology stack to the table.

Omni-Channel & Telephony

Our capabilities in Omni-channel CX enables us to deliver a seamless experience across all touchpoints, including voice, text, social media, embedded web self-service, chatbots and more. Our clients give their customers choices, while our platform makes it possible to track, analyze and optimize across the entire customer journey. Increasingly sophisticated consumers, who are constantly connected, mainly with their mobile devices, appreciate the ability to contact companies through the channel of their choice, and by unifying communications across multiple channels, they become more attractive and competitive.

Agent Desktop

Unified Agent Desktop experiences make is easy for agents to serve customers, viewing conversations across all channels in an intuitive and unified view. Agents can pivot between channels (for example moving from a voice call to a web chat or mobile text) to make the experience as seamless as possible for customers. Because the customer journey history can be presented in a single window, customers do not need to frustratingly repeat information, leading to a smooth omnichannel conversation, resolution of issues more quickly, and building positive relationships with customers.

Workforce Optimization

Eventus Workforce Optimization solutions dramatically increases workplace efficiency for our Clients, our agents, and the managers and coaches who support them. An important part of our Managed Solutions offering, Workforce Optimization contributes to outstanding productivity, quality of experience, and cost control, maximizing the return on our Clients’ investment in competitive customer service. Our approach includes superior training to ensure agents have the correct skills, with performance management enabling our leaders to identify the skills of successful agents and model after their behaviors. By providing access to content, our Workforce Optimization program reduces the time it takes for agents to find information for greater first call resolution and faster time to resolution with agents able to spend more time helping the customer.

Analytics & Insights

Our analytics tools mine the substantial data generated by customer conversations and interactions to identify meaningful patterns and trends. With expert business intelligence applications, the data is converted into reports revealing insights often hidden in contact centers which can be used to continually improve service, while also providing priceless information to the product teams within the organizations, and to the marketing teams to provide instant feedback on new product launches and campaigns. Our analytics and insights also support regulatory compliance management and audits and can be key word searched to ensure internal polices are being adhered to. Our analytics tools examine 100 percent of customer interactions for the most accurate view of quality and business impact.

Operations

A well-organized, effective contact center is vital to our clients, as we support them in delivering world-class customer service driven by business goals, measure by business outcomes, and verifiable based on key performance indicators. Outstanding contact center operations includes a clear understanding of roles and responsibilities, ranging from day-to-day management and troubleshooting to strategic decisions which can be informed by data and insights derived by capturing and analyzing every conversation, and every agent interaction. Collaborating closely with our clients, Eventus established the ideal team structure and roles, best practices for inbound calls, and omni-channel engagement, across voice, text, social, web chat and more. Customer satisfaction, agent performance, and measurable financial results drive how we plan and run contact centers. Planning, measuring, and optimizing contact center operations is different for every company and brand, and done with excellence and agility, and has resulted in more revenue and profits for our clients.

Forecasting & Scheduling

Eventus operations teams generate requirements using industry-leading forecasting and staffing platforms. Detailed, accurate requirements enable efficient agent hiring and scheduling, as well as optimized off-phone activity planning, all of which work to reduce cost and improve center performance. By analyzing monthly, weekly, daily, and interval-level forecast accuracy trends, we identify changing trends and fine-tune forecast parameters. We empower our clients and partners by providing the most accurate, up-to-date, actionable forecasts possible.

Real Time Monitoring

Knowing what happens as it happens drives outstanding customer experiences at scale, when done with the right tools and right philosophies. From agents on the front lines to the managers and coaches who focus supporting those agents, visibility into trends makes it possible for Eventus to provide comprehensive Managed Solutions, while providing our clients with business intelligence and insights often lost in traditional contact centers. Real Time Monitoring enables leaders to evaluate agent performance in the moment, provide immediate feedback and offer support while given managers and a top-down view of queues and channels, and contributes to better budget management.

Quality Assurance

Eventus includes Quality Assurance experts as part of every Managed Solutions team. We capture and analyze agent behaviors and how they correlate to business goals including speed to resolution, first call resolution, CSAT scores, and NetPromoter Scores among other metrics. Our Quality Assurance programs leverage both individual and team analyses for better understanding of where an agent of coach needs further training or development. This information also aids in recognizing and celebrating the agent’s strengths and allows for best practices to be identified and modeled for other agents.

Vendor Management

Our technology partner ecosystem is growing constantly, as we seek to master all world-class software and cloud platforms to give our clients their choice of a primary platform, and auxiliary services through the appropriate combination of capabilities. With so much change in the industry, it can be difficult to decide what to build and with whom to partner. Eventus helps in selecting the right vendors and managing them as part of our Managed Solutions commitments.

World class Customer Experiences are driven by best-of-breed Technology, and an outcome-focused Operation.