Untangl Services

 

Business intelligence

Customer journey

Technology as a service

Employee engagement

Operational adoption

Helping Brands solve customer experience challenges

where Humans and Machines overlap

 

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Experiences and Operations

Business Intelligence
A non-profit organization approached us recently when they wanted to make better use of their operational data. Untangl modernized their data model, which included utilizing speech analytics, as well as third-party data sources. We also constructed business visualization and workflow analytics, all of which significantly improved their operations. The non-profit was able to decrease support costs by 15%, reduce operational defects by more than 7%, and increase active coordinator engagement times by 5%. In today’s environment, implementing business intelligence products and services is critical – ask us how.
Customer Journey

Getting swamped with an abundance of calls may seem like a great problem to have, but in reality, it can be an issue without a streamlined process. This is exactly what happened with one financial institution that was experiencing increased call volume during a hiring freeze. We designed and sourced a conversational chatbot that seamlessly integrated with their various banking platforms. As a result, we were able to successfully migrate 20% of the call volume to the chatbot and reduce handle time by 15%. Increased employee availability and access to support also helped to improve the customer journey.

Schedule an appointment to learn more about how we can help your customer journey.

Employee Engagement
Recently, one organization asked for our help because they had concerns about how supervisors were managing teams throughout various departments. They wanted more consistency, which was necessary as the business was quickly growing. We solved this dilemma by creating an audit package that was designed to offer consistent leadership across departments. As a result, employees reported increased job satisfaction and turnover rates declined.

Employee engagement is critical to success, contact us to learn more.

Technology as a Service and Operational Adoption
When one organization approached us with a lack of contact center technology, we knew exactly how to help. Through the design of an Amazon Connect CCAS platform, we were able to provide enhanced call treatment, speech analytics, reporting, and custom IVR messaging. This not only provided better technology and tools for their agents, but the new system helped them to decrease technology spend by 12%.

Untangl works with many SaaS technologies, contact us to learn more.

Automation and Engineering 

CRM-Integrated Defect Management System

A non-profit organization approached us recently when they wanted to make better use of their operational data. Untangl modernized their data model, which included utilizing speech analytics, proprietary in-house CRM data, and enrichment brought from Data.gov.  Coupled with operationally focused visualization and workflow analytics, we were to significantly reduce their defects and improve their operations. The non-profit was able to decrease support costs by 15%, reduce operational defects by more than 40%, and increase active coordinator engagement times by 5%. In today’s environment, implementing business intelligence products and services is critical – ask us how.

Custom AWS Connect CCaaS

Getting swamped with an abundance of calls may seem like a great problem to have, but in reality, it can be an issue without a streamlined process. This is exactly what happened with one financial institution that was experiencing increased call volume during a hiring freeze. We designed and sourced a conversational chatbot that seamlessly integrated with their various banking platforms. As a result, we were able to successfully migrate 20% of the call volume to the chatbot and reduce handle time by 15%. Increased employee availability and access to support also helped to improve the customer journey.

Schedule an appointment to learn more about how we can help your customer journey.

Dashboards as a Service

A non-profit organization approached us recently when they wanted to make better use of their operational data. Untangl modernized their data model, which included utilizing speech analytics, as well as third-party data sources. We also constructed business visualization and workflow analytics, all of which significantly improved their operations. The non-profit was able to decrease support costs by 15%, reduce operational defects by more than 7%, and increase active coordinator engagement times by 5%. In today’s environment, implementing business intelligence products and services is critical – ask us how.

Front-Ending a Large-Scale Speech Analytics Engine
When one organization approached us with a lack of contact insight adoption, we knew exactly how to help. Leading in-house development and PMO teams, we were able to architect a solution that scaled to thousands of support staff and tens of thousands of Front-line employees consistently consuming data relevant to their specific areas. Untangl has proven time and time again that we know how to make the aggregate equal more than the sum of the parts when it comes to Cloud/SaaS technologies. Contact us to learn more.
Contact us today to learn more about how we can help your company reach its maximum potential.  
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