The challenges of working with IVR systems lacking proper documentation
Be Nopaque.
At Nopaque, we're on a mission to make every customer interaction seamless and every challenge resolved at the first contact. Through our consulting and product services, we empower organisations to create world-class, user-friendly First Point of Contact solutions.
Join us in simplifying and advancing your customer and employee contact experiences.
What does nopauqe mean?
nopaque
noun
Pronunciation: /no-payk-h/
Definition: A term coined to describe a state or quality characterized by transparency, clarity, and the absence of opacity. It represents the opposite of the term "opaque," signifying a condition or object through which light or understanding passes effortlessly, providing a clear view or comprehension.
Products
Nopaque are busy building products that will aid organisations in validating the enhancements they're making to customer journeys. With so many organisations intently focussed on First Point of Contact (FPoC) resolution, our automated testing and validation tools help reduce the increasing load on engineering and testing teams.
Journey Mapping
Over time, organisations diversify products and the journeys they create to support them. Creating tests that validate these journeys can be time consuming when done manually. The tools we are building will help to make creating maps of pre-existing journeys more efficient. Automating this process vastly optimises creating essential test plans. Using these tools can reduce change outage and the Mean Time to Recovery (MTTR), ultimately leading to better customer experience.
Journey Testing
DTMF, Voice and Text based journeys and services can be tested automatically, providing assurance and validation of service operations and iterative change. Our tools are on-demand and priced for what you use, without a need for up front capacity planning and expenditure. Test plans can leverage regular schedules , point in time, or performance executions to cover all change. Overall these help organisations succeed in providing First Point of Contact resolution and reduce poor experience due to outage.
Intent Analysis
Designing successful and enjoyable journeys is an art, usually requiring repetitive incremental updates to improve accuracy. Our products will help analyse what your customers are asking you for at scale, rather than having to manually listen to sample sets of call audio. In turn this informs the design and build of your self-service and routing configurations, increasing the success of resolving customer challenges on the First Point of Contact.
Consultancy
Nopaque, through consultancy, delivery and product, is helping organisations meet their goal of solving their customer challenges at the First Point of Contact (FPoC).
Insights
Read from a selection of our blogs, covering topics such as simplification, technology and concepts on how to achieve First Point of Contact resolution.