Center of Expertise
Effective business enablers are essential for delivering holistic and outstanding customer experiences that set companies apart in a constantly changing competitive landscape. Centers of Expertise (CoE) play a critical role in this effort by uniting specialized teams, innovative solutions, best practices, research, support, and training to provide differentiated excellence across various industries, domains, and functions.
Effective business enablers are essential for delivering holistic and outstanding customer experiences that set companies apart in a constantly changing competitive landscape. Centers of Expertise (CoE) play a critical role in this effort by uniting specialized teams, innovative solutions, best practices, research, support, and training to provide differentiated excellence across various industries, domains, and functions.
Escala's CoEs are tailored to specific industry contexts and integrate domain experts with their digitally integrated and Artificial Intelligence (AI)-driven Customer Experience (CX) model. This empowers organizations to identify core integration patterns, share best practices, and leverage skills and standard tools across the enterprise to deliver exceptional customer experiences.
Attainment of superior performance and outcomes
Sales CoE
Escala specializes in the expertise of Sales and Service, which are two integrated functions within an organization that traditionally require different core competencies. Escala Sales COE provides a bundled offering that combines Sales and Service, empowering contact center agents with unique sales skills to transform traditional order-taking centers into revenue-generating profit centers. This allows agents to cross-sell and upsell products as effectively and efficiently as handling a service call.
Fulfilment CoE
Escala provides digital and analytics-driven solutions for seamless, omni-channel fulfillment experiences. They address challenges faced by businesses such as restrictions and policies, an increase in customer demands, a spike in volume in retail, banking, and insurance industries, and constraints of legacy systems. Escala helps reduce manual efforts through a deflection strategy and generates real-time insights for swift decision-making. They cater to the growing demand for outsourcing due to the limitations of legacy systems in executing faster digital transformation.
Collections CoE
Escala provides solutions for companies facing rising debt and challenges with their collections strategy. Their Collections CoE addresses these challenges comprehensively, taking a People-Process-Technology perspective to improve debt to revenue.