Through Godzilla, every interaction brings value, allowing your brand to foster strong and lasting relationships with its customer base.
In a digital world, customers expect a personalised, relevant, and excellent service, whether on the phone, on the website, in app, and in more than a handful of social media platforms. In an effort to meet their customers at every touch point, service organisations end up with disparate systems. Because systems are not in sync, call center agents scramble to extract pieces of information from all of them. Subscribers often have to repeat their intention, inquiry, or complaint every time they switch to another service channel. This leads to a lot of frustration, more than ticket resolution.
To enable companies to satisfactorily meet the demands of their customers in every platform, Dirawong designed the next generation omnichannel contact center solution — Godzilla.
Godzilla is a business rule management system (BRMS) that helps organisations deliver a seamless, personalised, customer experience wherever the customer may be. It tracks, routes, and enhances CX at all levels, down to the individual customers.
Typically implemented as the brains of the contact center, Godzilla simplifies agent routing, IVR, and chat implementations by abstracting business logic into a centralised unified, highly redundant point. Customers can submit a form via the website, receive a follow up call via phone, and get updates via SMS — without needing to retype or retell their issue. The company can then use historical touchpoints to personalise conversations and make relevant recommendations to the customer.
Through Godzilla, every interaction brings value, allowing brands to foster strong and lasting relationships with its customer base.