Since late 2020 we’ve been supporting our clients with the ultimate digital customer journey.
As part of an ambitious digital transformation project, our cloud-based contact centre system and integrated roadside intelligence technology have shifted the goalposts in roadside assistance.
Digicall Assist’s custom-built ‘InQ-IQ’ solution uses digital intelligence at the roadside to geo-locate customers, capture key vehicle information, and seamlessly integrate that with our contact centre solution.
This allows support to begin as soon as a motorist calls for assistance, whilst still in the call queue.
InQ-IQ also overcomes one of the most significant challenges that we face when assisting customers: knowing where they are.
This delivers an enhanced customer experience, shorter call times, and faster help to get customer on the road again.
Customers often don’t know exactly where they are when their car breaks down, e.g. they may be on a freeway and can’t see which exit they’re near, in a remote area with no signs or landmarks, or travelling in unfamiliar areas.
Without geolocation, customers need to use Google Maps or otherwise try and identify their location – often a time-consuming, difficult process – which can result in technicians dispatched to the wrong place.
With geolocation, we can automatically and accurately identify a customer’s location, saving time and stress, to get the right help out quickly.
Digicall Assist’s Genesys Cloud contact centre solution is an enterprise-grade system has a wide range of out-of-the-box capabilities, as well as an API-first architecture that enable us to develop custom integrations, including InQ-IQ.