Manage inbound customer support requests, with a suite of contact center tools.

Contact Center

A suite of tools to help Customer Service Representatives diagnose, engage and fix customer issues.

Agent IQ

Automated problem diagnosis, fix discovery and data collection

Agent IQ uses advanced machine learning techniques and real-time data analysis to accurately diagnose a customer’s problem and present the most appropriate fix. Contact center performance is improved through more efficient customer interactions while the automated collection of call data dramatically improves call deflection strategies.

More

Agent Expert

Empowering agents to deliver compelling customer service experiences

The need to deliver a compelling customer service experience has never been greater. Organizations must therefore prioritize their customer service investments in ways that reduce cost without compromising customer satisfaction.

More

Things change too quickly for customer service knowledge to remain static

Kaas_webKnowledge as a Service (KaaS) offers a process for the production and ongoing management of support content for use across all customer service touchpoints. KaaS combines our core knowledge processes and systems to deliver relevant, evergreen knowledge to WDS customer service tools or existing, third-party support interfaces.

An analytical approach to knowledge management ensures content is continually generated and refined to reflect the immediate requirements of our clients and new device or software launches.

By understanding how customers are interacting at support touchpoints, how their support requirements are being managed and where expectations are not being met, we use analytics and transactional insights to drive knowledge creation and mitigate the risk of a knowledge deficiency damaging customer profitability.

Key Benefits

  • Knowledge delivery mapped to support requirements and cost-to-serve metrics
  • Availability of device support assets from day of launch
  • Improved First Call Resolution and Customer Satisfaction
  • Knowledge consistency and common taxonomy across channels
  • Empowers Customer Service Representatives with validated knowledge assets

Social Media: Empath

Driving actionable intelligence and customer engagement from your social media traffic.

Social media platforms have become common vehicles for customers to talk about their brand experiences and share opinions. They’ve also become well regarded customer engagement and support channels, with many customers appreciating greater convenience.

More

Carelab-box

Care Lab

The industry blueprint for innovation in the contact center

We’ve all had ideas that we believe will deliver greater value to customers or improve operational efficiency.
But putting these ideas into practice can be risky. Even gathering enough data for a business case can be tough. That’s why WDS, A Xerox Company has pioneered Care Lab.

More

Complete the form below to learn more about our tools to improve agent performance and knowledge integration into your self-care channels

Complete the form below to request a demonstration of this product.