SYKES Digital Services

Reduce Operating Costs

Optimize processes, systems, and workflows to dramatically change your cost profile. Deliver enterprise-wide efficiencies.

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Results our 200+ clients accomplish on an ongoing basis

1M

Hours returned to the client annually

30%

Call deflection on high call drivers

$229M

Reduction in bad debt provision

40%

Lower Average
Handling Time

SOLUTIONS

Uncover Cost Drivers and Bottlenecks

Assess business processes, technology, and ways of working. Identify high-value cost reduction opportunities.

  • Uncover inefficiencies and bottlenecks with advanced process discovery, mining, and mapping.
  • Use deep data to reveal high-value targets, prioritize, and refine your automation program.
  • Map the end-to-end customer journey. Reveal high impact cost reduction opportunities with advanced analytics.
  • Deconstruct and evaluate customer contact – from online to call center – to identify opportunities to improve AHT and first-time-right resolution.
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SOLUTIONS

Deliver Enterprise-wide Efficiencies

Streamline and reengineer complete business processes to drive efficiencies across your enterprise.

  • Leverаge RPA and RDA to handle greater volumes of work without additional strain on resources.
  • Go beyond the quick wins; avoid your automation program being “stuck” in the back office.
  • Focus your Intelligent Automation strategy on the end-to-end customer journey.
  • Use ‘Digital Exhaust’ to analyze performance, flex resources up or down and discover areas for improvements.
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Read our Client Success Stories

114 processes live and 186 virtual FTEs
Eliminated over 600,000 hours of manual work per annum
165% ROI over 3 years

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Payroll processing firm sheet example

Read our Client Success Stories

114 processes live and 186 virtual FTEs
Eliminated over 600,000 hours of manual work per annum
165% ROI over 3 years

Learn More

SOLUTIONS

Help Customers Help Themselves

Today, nearly 70% of customers start their support journeys online. Yet, only 1 in 10 solve their issues completely via self-service.

  • Uncover friction and pain points that are pushing customers to your contact center.
  • Replace underperforming, static support assets with interactive content that drive frictionless experiences.
  • Deliver online support that’s easy to find, use and always up-to-date across the board.
  • Cut costs and deflect unnecessary support calls with effective self-service capabilities that deliver up to 85% problem resolution rate.
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SOLUTIONS

Ensure First Contact Resolution and Shorter AHT with Advanced Tools and Training

Break down the call/contact handling process for high-volume call drivers to reveal inefficiencies and bottlenecks.

  • Leverage virtual assistants and cobots that learn from your best agents to reduce handling time and drive first contact resolution across your entire call center.
  • Continually monitor, manage, and respond to the performance of your front-line staff with real-time coaching/learning technology – improving competency and shortening training time.
  • Deploy intelligent troubleshooters and interactive tutorials to ensure agents can tackle complex issues with ease.
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Free Strategy Session

Supercharge Your Workforce.
Drive Growth.

Reimagine your enterprise. Rapidly realize the value of Intelligent Automation and CX technology. Craft your digital strategy. Talk to one of our Digital Transformation experts.