Customer Experience

NWN’s Customer Experience solutions empower organizations to adopt cloud-based AI, automation, and digital channels, transforming customer service into dynamic, AI-driven journeys. Our consultative approach addresses challenges like ineffective self-service and agent staffing, helping businesses balance optimization and customer experience.

With AI-powered managed services delivered by the Experience Management Platform, we enhance efficiency, reduce costs, and provide exceptional customer experiences.

Challenge

Balancing optimization with customer experience is challenging due to inefficient self-service options, inadequate agent staffing, and new technologies.

Solution

We support organizations migrating to cloud contact center solutions to realize the benefits of AI, digital channels, automation, and workforce engagement.

Customer Experience Services

Communications Channels

Enable customers to interact with an organization while maintaining contextual intelligence across every contact channel – voice, chat, email, SMS, social media, and more.

Service Mechanisms

Provide personal, immersive, and robust self-service capabilities by leveraging intelligent Virtual Assistants and AI, integrations with relevant information sources, and contextualized options.

Actionable Intelligence

Harness the history of the customer journey and business, or CRM, data to provide the context for a comprehensive experience.

Resource Management

Analytics that better predict customer contact patterns, influence agent behaviors, and refine self-service capabilities to forecast and schedule agents with visibility and manageability across channels.

AI-powered Managed Services

A full suite of Advisory Services that support organizations to optimize customer engagement via 24/7 Support Desk and Virtual Assistants delivered via the Experience Management Platform.

Client Success Story

Discover how a global animal-health technology company revolutionized its customer experience by providing improved omni-channel experiences. They achieved significant cost savings through consolidation and migration to a unified CX platform. Watch the video to see the incredible transformation and learn how your business can benefit from similar strategies. Don’t miss out on this inspiring success story!