Customer Experience Management
Delivering intelligent, always-on CX — powered by real-time WFM, AI-driven bot orchestration, and automated quality control.
Why Customer Support Needs a Rethink
In today’s fast-paced digital era, online shoppers expect quick, seamless, and personalized service across every channel at any time. However, CX teams often face challenges such as:
- Disjointed SLAs and reactive support
- Underperforming or hallucinating chatbots
- Stagnant knowledge base content with poor deflection
- High churn without actionable insights
- Agent inconsistency and low visibility into QA
- Lack of omnichannel journey context
These lead to slow resolutions, customer frustration, and avoidable support costs.
That’s where Lumina Datamatics steps in — transforming these gaps into AI-first CX advantages.
Our Capabilities: AI + People + Performance
Experience Command Center
24×7 centralized hub that tracks SLA shifts, AHT spikes, and shrinkage patterns in real-time.
AI–Driven Forecasting
SARIMA + regression models to predict volumes down to 15-min intervals.
Omnichannel Journey Intelligence
Connects cross-platform experiences into one seamless customer path.
Voice/Email/Chat Support
90%+ first-touch resolution by offshore agents across Level 1 and 2 interactions.
Multi-skill Load Balancing
Dynamic routing across voice, chat, email with intelligent assignment logic.
Churn & Sentiment Mapping
AI identifies friction signals early, linking feedback to CSAT and resolution behavior.
Bot Orchestration + QA
Conversational bots monitored for hallucination, accuracy, escalation readiness.
Culture-Matched Hiring & Pre-Trained Resources
Enhances brand alignment and reduces ramp time.
Lumina Datamatics’ Engagement and Measurable Impacts
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.
Customer Service Value Proposition
Global Reach with Local Compliance
Multilingual delivery hubs aligned to regulatory expectations.
Structured Transition Framework
PMO-led onboarding with risk control and service continuity assurance.
Certified & Continuously Upskilled Talent
Aligned to evolving CX, sales, and compliance goals.
Plug-and-Play CS Tech Stack
Integrated hosted/SaaS tools for visibility, automation, and performance.
AI Scripted Interactions
Tailored call flows guided by customer profiles and predictive intent.
Speech-to-Text + Automated QA
100% interaction audit for empathy, compliance, and coaching.
Deep WFM + CX Integration
Command center model for forecast accuracy, adherence, and service alignment.
Flexible Engagement Models
From BPO to transformation-as-a-service — we fit your strategic vision.
End-to-End CX Services
We manage every customer interaction — pre-sale, post-sale, and beyond.
Quality-Driven Customer Experience
Our customer-centric, data-driven approach integrates quality control, assurance, and continuous improvement across all organizational functions.
Quality Control
- Transaction monitoring and feedback mechanisms
- Defect tracking and root cause analysis
- Actionable reports for performance correction
Quality Assurance
- Regular audits for QMS compliance
- Process de-risking via FMEA
- Customer feedback incorporation
Quality Improvement
- Six Sigma training (YB, GB, BB)
- Performance Improvement Plans (PIP)
- Centralized Quality Monitoring using TQM tools
- Quality metrics integrated into operational strategies
Why Choose Lumina Datamatics?
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:
- Reduced resolution time through intelligent automation and contextual insights
- Improved SLA compliance with proactive monitoring and load balancing
- Enhanced customer satisfaction via personalized, omnichannel experiences
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.
