Voice-enable your business

Objective

Digi, the leading telecommunications provider in Belize, modernized its approach to customer experience by making conversational care a priority in its new corporate strategy with 24/7 availability. In addition to improving the service level to customers, the implementation of a voice automated Intelligent Directory Assistance also allowed Digi the opportunity to redeploy its expert care teams to focus on supporting customers who needed more personalized attention. This initiative was part of a multi-phase strategy to redefine the company’s brand, positioning the company as one of the leading telecommunications & solutions provider regionally in innovation and customer service.

Strategy

Digi initially deployed new engagement channels including mobile apps and call center technology to allow its customers to get support and purchase services.  As a part of its strategic framework, Digi made a bold statement with state-of-the-art solutions that were instantly and easily accessible by all its customers.  This new, automated solution converses with its customers, while learning and adapting to new words and slangs using best in class Artificial Intelligence. Customers are able to dial a number that provides them instant and immediate assistance that enhances as interactions and subscribers grow.