Digital Transformation

Digital transformation is driven by various factors, whether it’s to enhance customer service, boost employee productivity, streamline operations, address compliance issues, or accelerate innovation. Guba Tech is adept at assisting with all these objectives. We excel at transitioning legacy processes and technology, enabling us to accelerate and enhance your digital transformation journey.

Challenges

Delivering better customer service and streamlining your operations and productivity

Enhance customer service

Customer expectations are continually increasing. COVID-19 has rapidly accelerated customers' adoption of digital channels and fundamentally altered how consumers behave and what they anticipate when contacting via multiple channels around the clock.

Streamline operations

Optimizing the customer journey while alleviating employees from repetitive mundane tasks can enhance organizational efficiency. Many organizations are leveraging AI and robotic process automation (RPA) to streamline their responses to growing customer demands, thereby empowering agents to enhance the customer experience.

Increase employee productivity

Employee productivity and job satisfaction are crucial to the success of any organization. Technology can aid in eliminating repetitive tasks for agents, while intelligent automation and integrated systems help optimize processes and reduce wasted time for employees switching between screens and systems.

Accelerate innovation

On-premise technology and legacy systems are often inflexible and costly to maintain, impacting productivity and competitiveness. Transforming your technology and transitioning to the cloud can facilitate the acceleration of advancements, hybrid working practices, and customer experience enhancements.

Address compliance

With a multitude of privacy and compliance regulations, both regulatory and commercial boundaries are constantly evolving. These rules dictate how organizations interact with customers, handle personal data, and archive records.

Speed to market

New technologies and communication channels are continually emerging, leading to heightened expectations for more immediate service from customers. Organizations that fall behind in terms of features, functionality, and favorable working practices become less competitive, less popular, and less profitable.

The Guba Tech Solutions

Guba Tech’s integrated solutions empower agents and customers to deliver first-class digital efficiencies.

Cloud Solutions

A cloud-based infrastructure allows organizations to be more flexible and agile, enabling swifter innovation. Guba Tech's expertise in transitioning complex legacy technology estates to the cloud can be the fundamental underpinning of your digital transformation strategy.

Chat bots

Our AI-powered chatbots empower customers to receive instant answers to their queries and can be deployed across various channels: web portal, browser, mobile app, WhatsApp, Facebook Messenger, SMS, or IVR. Regardless of the channel customers choose to engage with you, they can effortlessly self-serve.

Microsoft Teams integration into the contact centre

Our Teams' contact center integrations empower your agents to manage all channels of customer contact - voice, email, SMS, web chat, social media - and engage directly with back-office experts to answer customer queries. All in a single, fully integrated interface.

Customer Experience Consulting

As customer expectations and demands constantly evolve, meeting their needs and being available when assistance is required can pose challenges, often at considerable expense. We provide a proven four-stage customer experience consultation process, collaborating with you to identify the underlying causes of issues, assess processes, and understand customer needs. Together, we develop a strategy to transform your customer journey.

Knowledge Management

Our Knowledge Management solutions give customers a quick and easy way to access help. They understand what customers are looking for and provide superior customer experience at a lower cost, freeing your agents to focus on adding value to the customer experience. Agents are also armed with the latest information and see relevant knowledge without having to search for it.

Robotic Process Automation

From customer self-service and AI powered agent assistance technologies, through to fully AI enabled contact center solutions and Robotic Process Automation, we have a full range of solutions to help our customers increase efficiency and improve both the customer and employee experience. Our solutions can free agents from dull and repetitive tasks and enable them to focus on delivering an outstanding customer experience.