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In today’s fast-paced digital era, customers expect quick, seamless, and personalized service across every channel at any time. However, CX teams often face challenges such as:
These lead to slow resolutions, customer frustration, and avoidable support costs.
24×7 centralized hub that tracks SLA shifts, AHT spikes, and shrinkage patterns in real-time.
SARIMA + regression models to predict volumes down to 15-min intervals.
Connects cross-platform experiences into one seamless customer path.
90%+ first-touch resolution by offshore agents across Level 1 and 2 interactions.
Dynamic routing across voice, chat, email with intelligent assignment logic.
AI identifies friction signals early, linking feedback to CSAT and resolution behavior.
Conversational bots monitored for hallucination, accuracy, escalation readiness.
Enhances brand alignment and reduces ramp time.
Driving Excellence with AI-Powered Customer Service and Workforce Optimization
We transform customer service delivery by leveraging AI, automation, and data-driven insights. Our solutions substantially improve SLA compliance, reduce operating times, increase resolution accuracy, and deliver measurable productivity gains.
Through intuitive real-time dashboards and customized reporting, we help organizations make faster, smarter decisions while enhancing workforce performance and delivering exceptional customer experiences.
Multilingual delivery hubs aligned to regulatory expectations.
PMO-led onboarding with risk control and service continuity assurance.
Aligned to evolving CX, sales, and compliance goals.
Integrated hosted/SaaS tools for visibility, automation, and performance.
Tailored call flows guided by customer profiles and predictive intent.
100% interaction audit for empathy, compliance, and coaching.
Command center model for forecast accuracy, adherence, and service alignment.
From BPO to transformation-as-a-service — we fit your strategic vision.
We manage every customer interaction — pre-sale, post-sale, and beyond.
Our customer-centric, data-driven approach integrates quality control, assurance, and continuous improvement across all organizational functions.
Quality Control
Quality Assurance
Quality Improvement
At Lumina Datamatics, we manage customer interaction and transform it through context-first engagement and real-time CX diagnostics that elevate your brand to respond with agility and precision.
Our data-driven approach to customer support delivers measurable business results:
Our pioneering Customer Experience Management Services guide your customers on a problem-to-solution journey, turning every touchpoint into an opportunity to build trust, drive loyalty, and create brand success.
