Business Process Management

We offer SMART, cutting edge Business Process Management (BPM) solutions to our customers.New service areas and recommendations to improve their overall business direction &outcome. Our key focus is to provide clients with services which cover all customer touchpoints & lifecycle of their end customers, from customer prospecting to customer acquisition, activation/order processing, cross-selling/up-selling, customer care/maintenance, retention management, collections and data management.

Contact Center Solutions

CEC suite of SMART Customer Lifecycle Management service offerings encompass the entire customer lifecycle, from lead generation or account activation-typically the first point of contact with the client's end customersto on-going customer care and cross-sell/up-sell opportunities. Our key focus is to provide BPO clients with services which cover the entire lifecycle of their end customers, from customer prospecting to customer acquisition, activation/order processing, cross-selling/up-selling, customer care/maintenance, retention management, collections and data management.

Back-office Operations

CEC SMART solutions helps its clients streamline their back office operations and manage their business process costs to achieve operational targets by providing quality and process-driven back-office operations such as document management, order provisioning, service warranty completion, quality verifications, and sales verifications and validations. We also offers voice-to-text solutions of transcription, real-time and offline video captioning, time coding and indexing, data entry and verification and e-publishing. For clients in the healthcare industry, we offers back-office services to health providers and payer communities worldwide such as revenue cycle management, claims processing, adjudication, eligibility and benefits, among others.

Automation & Artificial Intelligence

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Digital Management, Analytics & Dashboards

We offer Marketing, Customer Care, automation & Interactive Services on all digital channels. Advanced analytics, service mapping and channel enablement is part of our solution. Highlights of our solutions:

  • Unified view of the customer across digital and CRM channels
  • Better cross-selling and marketing campaigns
  • Holistic inputs basis customer feedback for informed decision-making
  • Taking customer experience to next level with faster resolution on channel of customer's choice
  • Take the opportunities derived from digital data to cross-functions
  • Stay ahead of competition
  • Analytics & Dashboards
Market research & Mystery Shopping

This is a method for analyzing the company's current customer service quality from a third eye approach apart from customer satisfaction scores which are generally generated post any transaction with the customer either on call or personally. Our specially trained evaluators mapping the "moment of truth" of the service situation on the basis of a specially made checklist. Mystery shopping gives the management an overview about actual service standards prevalent at the moment of interaction. We offer this service in entire MENA region.