Omnichannel Innovations Lab

Innovation is at the heart of Nu Echo; it’s part of our DNA. We like to push technology in new and un-chartered territory.

Chatbot Whiteboarding Session

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Contact us today to plan a white boarding session. Discover where chatbots could be integrated within your omnichannel digital strategy.

The constant quest for innovation

It's part of who we are

We are never satisfied with the status quo whether it is in developing new applications, in designing and customizing CCC systems or creating new technologies to push the limits of client interactions within a larger omnichannel strategy. At Nu Echo there is no challenge too big.

 

Our Omnichannel Innovations Lab is made up of inventors, creators, outside the box thinkers and researchers. The team’s focused on expanding our knowledge of the latest technologies: AI, deep learning, natural language processing, conversational agents. What effect do these technologies have on improving the effectiveness of omnichannel contact centers?

We can guide you in solutions selection, development, deployment and continuous optimization.

Nu Echo's Approach: The 4 pillars

Intelligent Assitants & Chatbots

Nu Echo's approach to the development of intelligent assistants/chatbots is fourfold:
* Exceptional client experience
* Integration within omnichannel contact centers
* Human assistance
* A rigorous approach & extraordinary tools

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From its inception, Nu Echo has always believed in having a strong R&D culture to deliver solutions that perform beyond our clients’ expectations. We’re not just software engineers, we’re a bunch of researchers, with backgrounds as diverse as human-machine interaction, speech processing, linguistics, machine learning, programming environments, and more. Some play with new technologies. We dissect them and gain in-depth knowledge of their inner workings.

Dominique Boucher, CTO Nu Echo Inc.
Omnichannel CCC Solutions

We create omnichannel CCC Solutions

The purpose of omnichannel contact centers is to provide seamless, personalized customer experience across all touchpoints. It’s having systems that help predict client intent based on profile and history of contacts across touchpoints. It’s about building highly dynamic applications that adapt their behavior so that the customers feel they are getting a personalized service.

Does your system proactively notify or contact customers at critical moments in their journeys, anticipating their needs?

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Omnichannel CCC Solutions

Omnichannel CCC solutions can absolutely transform the customer experience and enable companies to differentiate themselves from the competition. This is a dramatic departure from traditional contact center applications, which are mostly reactive rather than proactive and are mostly static rather than dynamic.

These solutions are highly complex to develop, test, and maintain; this is where Nu Echo excels. Our deep software development, CCC skills, combined with a test-driven delivery methodology produces high performance solutions that are easy to maintain and seamlessly evolve as the business requirements evolve.

What the Innovations Lab does...

Our Lab guides clients through questions like:

What are today’s standards for Omnichannel CCC implementations? How should you approach such ever changing, long-term projects?

How should your applications be developed to ease scalability and maintenance of the solution, while ensuring sound and proven software engineering practices?

What tools exist to support development of quality solutions? What testing tools will ensure issues are caught prior to production?

How should performance be measured for your omnichannel applications? How can they be optimized?

And more!

Omnichannel CCC solutions

Where we play within an omnichannel strategy; our differentiator

The purpose of omnichannel contact centers is to provide seamless, personalized customer experience across all touchpoints. It’s having systems that help predict client intent based on profile and history of contacts across touchpoints. It’s about building highly dynamic applications that adapt their behavior so that the customers feel they are getting a personalized service.

Does your system proactively notify or contact customers at critical moments in their journeys, anticipating their needs?

This is a dramatic departure from traditional contact centers, which are mostly reactive rather than proactive and are mostly static rather than dynamic. Omnichannel CCC solutions can absolutely transform the customer experience and enable companies to differentiate themselves from the competition.

Omnichannel solutions are complex to develop and difficult to test and maintain if not done right. This is where Nu Echo excels! Our deep software development, CCC skills, combined with a test-driven delivery methodology produces high performance solutions that are easy to maintain and seamlessly evolve as the business requirements evolve.

Because of Nu Echo's deep expertise and quest for excellence, I'm confident that my customers are in good hands.

Account Executive Genesys, Canada
Omnichannel modes of engagement

We can help you realize your omnichannel strategies

Typical modes of omnichannel engagement

  • Deployment of e-services infrastructure
  • Quick-Win Package (Discovery, Analysis, Recommendations)
  • Chatbot POC
  • Strategic CCC Omnichannel Consulting
  • Custom Project

Get in touch

Contact us today to start a discussion about your customer experience.