Versay believes that understanding how people think and communicate verbally is critical to fostering effective conversations between end users and automated systems.

To that end, Versay provides targeted consulting with a focus on journey mapping and customer experience. 

There is a competitive advantage when clients have an understanding of what their customer is experiencing today, before they start to improve processes.  With a snapshot of the customer experience, companies can work with Versay to determine a blueprint for moving forward on the areas requiring improvement. Versay helps to enhance the applications running on the Avaya platform to improve experience and gain efficiencies.  

Versay provides professional consulting services in the following areas: 

  • Customer Experience Consulting (e.g. Omnichannel Customer Experience Strategy, Journey Mapping) 
  • Conversational/Voice User Interface Design
  • Service Design
  • Project Management  

 

SUMMARY

SUMMARY

FEATURES

FEATURES

AVAILABILITY

AVAILABILITY

TESTING

TESTING

RESOURCES

RESOURCES

PROMOS

PROMOS

Versay Solutions Professional Consulting Services include:

Customer Experience Consulting (e.g. Omnichannel Customer Experience Strategy, Journey Mapping)

Versay builds each experience with a specific customer in mind. Moving beyond demographics, Versay consultants gather data (or use existing customer feedback) to think about the mindset of the customer at that moment in time across multiple channels. Through joint-discovery sessions with the clients to discuss the omnichannel journey, Versay looks to make each channel experience simple and convenient.

Versay designs journeys by understanding customer goals and by looking at all touchpoints to make sure performance aligns with the customer’s expectations so no touchpoint falls short. While keeping the client in mind, Versay works closely with the business owners to establish measurable goals at critical points in the journey. Critical decisions are informed by previously gathered quantitative and qualitative research and analytics, surveys and other research tools, as well as usability testing. The design team measures the experience and works with each of the client’s internal teams to balance business goals with customer goals. At the end of the project, Versay delivers a presentation that includes a visual map of the customer’s experience across all channels.

Conversational/Voice User Interface Design

Conversational User Interface systems are intent-driven. The customer may choose to have a speech-based (e.g. with an IVR or Intelligent Assistant) or a text-based (e.g. with a Chatbot or Visual IVR) conversation. The goal is to build a solution that is straightforward and easy to use, with each channel able to share information across the enterprise.

Service Design

Versay’s discussions with clients begin with the basic premise that everything clients do is a service. And the best way to think about their business is through the eyes of the customer. The overarching goal is to create a consistent, clear and efficient experience across the increasing number of ways customers communicate and interact with clients. Versay develops an enterprise-wide, cross-functional customer service strategy by evaluating the types of audiences and customers served, cataloging each of the channels available, and mapping how each customer can potentially traverse these touch points. With Versay, a company will be equipped to provide integrated service to customers on their device of choice.

Project Management

Versay Solutions’ seasoned senior project managers bring years of expertise in agile development and end-to-end application lifecycle management to each assignment. They have the skills to communicate effectively with colleagues in highly-specialized fields, while ensuring the development and consulting team is aligned with client goals throughout the project.

 

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