We Help You Make Connections that Matter

We are a full-service Customer Experience consultancy focused on helping you build lasting relationships with your customers.  From strategy and technology selection to management and measurement, our end-to-end services support you in every area of CX.

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CX Strategy

CX Strategy

Stand out from your competition by delivering effective Customer Experiences.

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Technology Implementation

Technology Implementation

Streamline the implementation of CX supporting technologies.

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Technology Innovation

Technology Innovation

Solve your unique business challenges through innovative use of technology.

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Managed Services

Managed Services

Reduce your IT headache with troubleshooting, management and support.

Your Partner in Customer Experience

When a customer’s overall experience with your brand has the potential to make or break you, getting it right is vital. From single interactions with customer support agents to the ongoing relationship you build with your customers, the experience you offer must be both effective and impactful.

We are your partner for CX strategy and technology.

Setting the Scene for CX Success

A single customer interaction can have a far-reaching impact on your business. With careful planning, precise execution, and an ongoing commitment to getting it right, you can set the scene for CX success. We help you create positive experiences your customers will remember and share.

Traveling with kids can be a nightmare.

Recently, my nightmare turned into a dream. After struggling to find a flight for my family, I reached out to the airline through its website chat portal. The agent, Becca, was great. She quickly made me feel like a valuable customer by listening to the concerns I had over traveling with my young sons. She walked me through the available flight options and helped me choose the best itinerary for our schedule and budget. Becca even told me about the airline’s mobile application that offers tips on traveling with little ones. She made the process of purchasing the flight and planning for our trip so easy. What a relief.

Becca’s help was instrumental in our first family vacation. I’ve told all my friends with kids about the airline’s willingness to help.

Laura K.

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Customer Experience

From training Becca to establishing the communication channels Laura used, the airline’s carefully mapped out CX strategy set the foundation for a successful interaction.

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Contact Center

Looking for help, Laura engages the airline through its website chat portal.  She is automatically connected to Becca, a service representative with experience helping parents book flights.

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Customer Engagement

Laura’s information is automatically gathered from the airline’s CRM database and displayed in the same interface window as the chat. This allows Becca to quickly assess Laura’s history with the airline and her current needs.

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Business Productivity

Flight schedules and pricing information on the airline’s intranet portal allow Becca to select travel times and flights accommodating for young children while working within Laura’s budget.

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App Development

The airline’s mobile application serves as another interaction channel between Laura and the airline. Through this channel, the airline continues to support Laura after her purchase, and fosters a continued relationship with her.

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I recently dealt with a pretty serious illness.

I was lucky to be treated by a healthcare provider that offered a number of tools and communications channels to keep my treatment on track. Throughout my treatment, I regularly received personalized reminders of upcoming appointments via phone and text messages. Whenever I called to ask a question, they always seemed to know exactly who I was and what I was dealing with. Their patient web portal made it easy for me to view test results, schedule appointments and refill prescriptions. The doctors and nurses did a great job of communicating with each other regarding my treatment plan, which helped to streamline my care across departments.

In the end, their attention to detail was very comforting. I’d recommend the clinic to any of my friends or family members.

Rodney N.

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Customer Experience

The clinic’s investment into planning its CX strategies allowed for the identification and optimization of key points of interaction. These include the clinic’s contact center, patient web portal and in-person appointments.

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Contact Center

The clinic’s automatic dialer allowed contact center agents to place calls reminding Rodney of future appointments. CRM platform integration gave agents detailed information about Rodney’s appointment history and upcoming visits.

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Customer Engagement

The clinic’s CRM platform maintains detailed records of Rodney’s care history. Key data, including contact information, appointment history, and active medications is stored in the CRM and is easily accessed by contact center agents assisting Rodney.

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Business Productivity

Collaboration between doctors and nurses and between the clinic and other care providers is vital to the quality of care offered to Rodney. This is achieved with digital communication tools including Skype for Business and custom employee portals.

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App Development

A custom-developed application downloads and saves Rodney’s medical records to the clinic’s Electronic Medical Records (EMR) database. This gives Rodney access to his full medical history through the online patient portal.

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Last year, our home was damaged during a severe storm.

Thankfully, our homeowners insurance company was incredibly helpful. They made filing a claim as painless as possible. When I called, rather than being forced to wait on hold for an agent, I was able to schedule a call back using their interactive menu. Minutes later, Brian called to discuss my claim. Even before calling, Brian was up to speed on my insurance account. He did a great job of helping me understand the coverage I carried and the steps involved in the claims process. He even helped me take pictures of the damage using the company’s mobile app. In minutes, he had my claim underway.  I tracked the claim online and was surprised at how quickly each step in the claims process was completed.

They turned a truly difficult experience into something almost enjoyable. I’ll never forget that.

John S.

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Customer Experience

Insurance providers face unique challenges in supporting customers, including legal and emotional concerns. The CX strategies focused on process optimization, employee collaboration, and account access portals helped make John’s journey quick and easy.

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Contact Center

The insurance company’s Interactive Voice Response (IVR) menu allows John to request a return call from an agent. John’s call request is automatically added to the contact center’s queue and handled by the next available agent.

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Customer Engagement

The agent accesses the company’s CRM platform to view information on John’s insurance coverage. With the information on hand, Brian calls John and helps him file his claim. Brian updates the CRM with additional information gathered for future access by claims adjusters.

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Business Productivity

Adjusters can communicate in real-time, share documents and collaborate on necessary forms with tools such as Microsoft Teams, Skype for Business, and SharePoint. This helps to drive the claims process forward as efficiently as possible.

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App Development

The cost of field agents and documenting evidence is reduced with the mobile claims application. John takes pictures of the damage, initiates the claim and the information is uploaded to his account profile for agent and adjuster review.

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After nearly 10 years, it was time to purchase a new grill.

I’ve been very happy with my old grill and decided to purchase the same brand. After getting the new grill home, assembled and fired up, I realized that it worked much differently than my old one. I couldn’t get the hang of it, so I called the company helpline. Their automated menu offered great information including the web address of an online product forum containing helpful information from the company and other people using my grill. I like to help myself whenever I can, so I went in search of answers on the forum. Within minutes, I had created an account and located the information I needed. They even offered a place for users to share recipes and tips for grilling great meals. Finding answers was fast and easy.

I’d already loved their products, but this interaction has earned the company a loyal customer for life.

George D.

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Customer Experience

Empowering customers requires a comprehensive CX strategy. The interaction was successful thanks to the manufacturer’s knowledge of customer communication preferences and strategic investment into technology.

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Contact Center

George calls the manufacturer’s helpline and is offered an automated menu with a variety of option. Multiple interaction choices empower George to find his own answers while demonstrating agent support is also available.

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Customer Engagement

The manufacturer’s CRM system stores George’s account information, including the model of his grill. The company can use multiple channels to offer George personalized information and George can log in when he wants.

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Business Productivity

The grill manufacturer leveraged SharePoint to create an extranet portal. With this rich user-friendly repository of information, employees and customers can create and share content and interact with one another.

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App Development

A personalized user experience is possible with a custom middleware application that reads and writes data from SharePoint to CRM. The application captures and employs user data to tailor the delivery of content and enrich the overall experience.

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Last month, I visited my best friend Sarah in San Diego for her birthday.

I called my hotel ahead of time to ask for advice on places to take Sarah for a special birthday dinner. Their automated menu gave me several options, including to speak to someone about attractions and dining in the area. The option connected me directly to Lu, the hotel’s concierge. Without me even telling her, Lu knew the details of my trip, including my check-in date and the type of room I had booked. She offered some great ideas about where to go for dinner, and things we could do while I was in town. Lu even helped me make a reservation with a great Italian place right on our call.

Lu was such a sweetheart. In minutes, she made me feel like one of her children. I’ll happily give my business to any company that hires and supports people like her.

Beth I.

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Customer Experience

Effective employee training and employee empowerment encourages consistency in brand messaging at all points of contact. The hotel’s CX strategy offered dedicated training to Lu and armed her with useful tools leading to an unforgettable experience for Beth.

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Contact Center

The hotel’s automated menu system streamlines interactions by guiding callers to the agent best equipped to help. This ensures Beth is quickly connected to the person with the training and information to assist her.

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Customer Engagement

Using caller ID tracking, the CRM system locates Beth’s reservation information and quickly presents it to Lu via the Contact Center interface. The integration between the hotel’s CRM and the contact center platform allows Lu the information necessary to assist Beth.

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Business Productivity

Through SharePoint, the hotel maintains an intranet portal that offers employees information regarding local restaurants, events and attractions. This portal, combined with Lu’s knowledge of the San Diego area, makes it easy for her to help Beth find the perfect restaurant.

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App Development

Lu relies on the hotel’s custom application to schedule reservations and purchase tickets for guests. The hotel’s partnerships with area restaurants and venues lets Lu make Beth’s reservation directly through the application.

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Updates from Avtex

Find out how we can help you set the scene for CX success.