FROM VOICE TO DIGITAL TO AUTONOMY
we are a BPO & technology company providing customer engagement to B2C companies
firstly, we offer a turnkey digital contact centre solution and secondly one of the first fully autonomous customer engagement solutions
outsource your Digital and or Autonomous Marketing, Customer Service, Sales, Collections, or Retentions as a turnkey solution, with a fully integrated “bedrock” platform. This includes a Predictive Data Ai/ML platform, Digital Chat, RPA, Analytics, and Interactive Reporting
our offerings
digital contact centers
autonomous customer engagement
The future is digital - Personalization and customization of digital experiences will drive customer engagement. "Virtual customer support on digital platforms will become the norm for contact centres.”
digital contact centers
we provide state of the art Digital solutions, deployed and ready, in a world class contact center to assist our customers on their journey to Digital CX
outsource to us and Service, Sell, Retain and Collect debt from your customers on a fully automated Ai/ML predictive and engagement platform, with a human agent in the loop to fulfil the process
digital contact center outsourcing – Accelerate your Digital customer engagement by outsourcing this to a specialist partner, with all the technology platforms in a ready state. Just add humans
data & Ai driven automation
by leveraging our experience in CX (over 20 years), with our domain expertise in the development of Ai & ML platforms (over 5 years), we are in a great position to provide integrated offerings to the BPO and CX markets
ACE and digital contact center
we provide a “Digital Incubator” or a “Test Kitchen” model that assist companies to incubate and test their digital technology, strategies and ideas before deploying at scale. This reduces the risk and change management associated with digital technology deployments in the current operations
digital incubator & test kitchen
by utilising our ACE platform we are able to bolt onto our digital contact center and manage customers coming in through our automated ML blasts and direct them to an agent on the channel of their choice. By automating where possible and offering customers channel of choice we aim to provide delight
best of breed
Trilogy has a bespoke center which combines the best technology, people and processes to enable your digital customer engagement. We are able to assist our customers no matter where they are on their digital journey or how complex their systems are
turnkey
with our technology and people, we provide a “turn-key” outsourcing capability for your digital service, sales, retentions and collections
serious skills
Trilogy has spent the last 5 years building an integrated platform for Digital CX, consisting of WhatsApp, Chat, RPA platform, Virtual Assistants, Advanced Analytics and Interactive Reporting
dream team
Trilogy has selected and partnered with the leading technology and Ai providers to provide “end-to-end “digital solutions, with various options to fit your requirements
power partners
some of our technology partners include AWS, Codified, Google, MS Azure, Meta, hi.guru, Genii Ai, DeepgramAi & Infobip amongst others
pure cloud
all of our platforms are fully cloud based, with stringent security measures and practices in place irrespective of geography
why Trilogy BPO
we don't want your voice contact center
our team is a digital and autonomous team. And although we have built over 10,000 contact center seats, our plan is to reduce everyone’s dependancy on voice by moving them effectively to digital and autonomous interactions. And our ability to orchestrate voice and digital and autonomy means that we can deliver a seamless digital or autonomous “bolt-on” to your existing centre/s
reduced technology costs
we know that our people and our premises are paid for monthly, but why should your technology be paid for when it is only on when you need it.
our flexible technology on demand modules allow us to offer significant technology costs that no other centre, that we know of, can offer.
that is except for our autonomous models. they never sleep
digital, genai and autonomous team
we have over 25 years in building and running world class contact centers for global brands. but it is our investment in our technology team that sets us apart.
from 2015, we have been building contact center analytics, Ai and digital teams to support our business, and now all of that is included in our contact centre solution
ease of engagment
we know that making a decision to outsource your contact center, or to shift an outsourced contact center is a major decision.
SO DONT
our approach is to enable your digital and autonomous work and to over time, migrate more and more voice to digital and autonomy. thereby reducing your overall cost to serve your customer and clients, without having to change anything in your existing operation
our partnerships
are you ready to accelerate your digital and autonomous cx ?
Trilogy have the DNA, knowledge, resources, and technical stack to drive autonomous customer engagement and digital contact center solutions for you right now. reach out and find out why businesses trust Trilogy and how we can help you accelerate your digital CX strategy
trilogy in numbers
Autonomous Customer Engagement (ACE ™)
Trilogy, in partnership with our Ai/ML sister company, is offering the first truly autonomous and automated customer engagement platform for sales, service, marketing, collections, and retentions. (Autonomous meaning there is no human in the loop or process).
Autonomous Customer Engagement or ACE is provided with or without and agent in the loop making the only fully autonomous tool for business and contact center engagement.
the platform has been developed by the leading Ai & Machine Learning development labs in South Africa, and Trilogy is offering an outsourced solution, leveraging the platform.
we have already deployed this solution to several customers who are seeing unparalleled returns and business benefits.
fully automated
Trilogy has developed the first truly automated customer engagement platform for sales, service, marketing, collections and retentions
industry leader
the platform is developed using our partner who is the leading Machine Learning provider in South Africa
proven benefits
we have already deployed this solution to several customers who are seeing returns of over 500% increase their business models
agentless
autonomous customer engagement or ACE is provided with or without and agent in the loop making the only fully autonomous tool for business and contact center engagement
ACE for service
Analyse | Predict | Engage | Service
the platform can be used to augment your customer service and reduce your dependency on voice contact centers significantly.
ACE is a fully automated and autonomous proactive customer service platform, meaning it does not require a human to service your customers, depending on the service fulfilment process. (Sometimes this requires a human in the loop to complete the process.)
the platform provides a fully automated Ai/ML platform, including big data analytics, customer service demand prediction and a digital engagement platform.
understanding your customers, and reasons for service requests are key data elements. understanding who, why and when they request service is key to this process. the platform analyses historical customer behaviours in the regard and predict service demands throughout the customer journey.
the engagement platform reached out to customers to provide proactive service information, customer education content, Self Service links and ideas and channel deflection towards digital or mobile chat service channels to reduce voice calls.
an OTT (Over the Top) customer chat platform, integrated to WhatsApp and or Messenger, with configurable bots and RPA can be added to provide a fully automated process for simpler service processes.
ACE for sales
Analyse | Predict | Engage | Activate
sell to your customers as an additional channel to voice sales. ACE is a fully automated and autonomous direct sales process for up-sales and cross selling to existing customers.
add an additional channel to your voice sales channels. The ACE platform is fully automated and autonomous, meaning it does not require a human to sell to your customers, depending on the application/activation/fulfilment process. sometimes this requires a human in the loop to complete the process.
the platform is suitable for upselling additional products to existing customers, using existing customer data, as well as broad-based sales from a 3rd party data base. Provided the 3rd party data sets have rich customer meta data associated. The model needs rich data sets.
the platform provides a fully automated sales engagement process, including big data analytics, predictive modelling, digital engagement platform and application or activation as part of the process using either your own platform, or a 3rd party mobile activation/RPA application.
the autonomous platform is not suited for sales processes where there is a human required regulatory & legal compliance as part of the sales or advise provided. i.e. Investment Advisory or Life Insurance Advisory. In these cases, we will add the human to fulfil and comply.
examples of a few Autonomous sales processes:
credit card sales
credit/loans
short term insurance
data contracts
mobile contracts
conversion from pre-pay to contracts
VAS services
subscription services
ACE for collections
Analyse | Predict | Engage | Collect.
improve your debt collections and PTP by more than 50% in some cases. voice based collections are more and more ineffective. provide an additional channel for your customers to pay their debt, without a human in the loop.
ACE is a fully automated and autonomous debt collections platform, meaning it does not require a human to collect debt, depending on the fulfilment process. (sometimes this requires a human in the loop to complete the process.)
the platform provides a fully automated debt collections process, including big data analytics, propensity to pay and a digital engagement platform. it uses your current best offer fulfilment platform/application, or we could provide this on a 3rd party application platform.
it is very effective for both early-stage and late-stage debt collections. Case studies illustrate a 50% reduction in “cost to collect” vs voice collections, and a 10%-20% improvement in RPC (Right Party Connect), on the digital platform.
this process removes the barriers to voice collections such as:
human embarrassment associated with debt collections
telephony outbound dialling challenges – time of day/week/month
RPC (Right Party Connect) issues
human conflict or anxiety on a voice call
critical seconds on a call to collect – Self Service & RPA remove these
ACE for hr
onboard | serve | engage | exit
- create a global portal to excite, inform and screen employees
- ability to automate a number of processes in the recruitment process (consent to ITC, etc.)
- make offer electronically and engage the new-hire into ACE™ before they have onboarded
- create a virtual welcome and introduction service to your company s
- real / near time employee interactions
- onboarding process including all pertinent policies and procedures handled electronically and with gates
- creates employee engagement
- opportunity to blast important hr messages (generic and targeted)
- easily support staff across geographies
- ability to provide csat and agent sat
- targeted routing within organisation and hr
- medium for all employee benefits
- conduct exit interviews without human involvement (with key word flagging and full analytics)
- exit and entry process automation and policies acceptance linked to access to system
are you ready to accelerate your digital and autonomous cx ?
Trilogy have the DNA, knowledge, resources, and technical stack to drive Autonomous Customer Engagement and Digital Contact Centre Solutions for you right now. Reach out and find out why businesses trust Trilogy and how we can help you accelerate your digital CX strategy.