TECH SOLUTIONS

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ERC's Virtual Agent

ERC’s multi-channel Virtual Agent provides 24×7 inbound and outbound support to augment sales, customer care and recovery solutions. Eva meets with customers in their preferred channel through speech, text or digitally, face-to-face to reduce customer effort and operating costs.

AT LEAST 1,500

conversations per month are handled by our virtual agent, EVA.

IMPROVED CUSTOMER SATISFACTION BY 27%

after we included virtual agent support to our already existing chat service.

AVERAGE OF 3 MINUTES PER CONVERSATION

Our virtual agent, EVA has been able to reduce resolution time from potentially hours to minutes.

OVER 40%

of customer inquiries can be answered with zero human intervention.

Source: Partner Research and Survey Data Analysis.

EVA is multi-channel

June 2017

ERC enlists EVA to help users in a new era with advanced Voice technology, helping customers make easy payments over the phone.

February 2020

ERC adds Chat skills to EVA’s repertoire to handle customer questions via web. With Chat, EVA supports customers with payments, job applications and sales-related inquiries. She also generates a database with the information provided by the users

June 2021

EVA, the enhanced AI Virtual Agent, can now interact face-to-face and she is front and center to help guide engagement with customers and prospects.

EVA can be trained to support any business need.

Below are some ways EVA is helping today. Talk to her face-to-face or connect with one of our experts to see how EVA can help your brand.

Bootstrap Example

Provide general information

Book a meeting

Negotiate and settle debts

Tailor content for your business

Process payments

Authenticate accounts

Book an appointment

Train your employees

The options are limitless

TECHNOLOGY

EVA uses artificial intelligence to handle diverse customer needs. EVA even expresses emotions like empathy, gratitude, and enthusiasm.

Machine Learning

EVA learns patterns and context of customer language and can utilize similar meaning phrases to put together what a customer is trying to accomplish.

Natural Learning Understanding

EVA uses NLU cognition to understand customers’ statements and to provide effective responses to move the interaction forward.

Reinforced Learning

Intent Analysts monitor interactions to determine the next step when EVA is unsure. Ongoing human input strengthens EVA’s decision-making skills over time.
SAY HELLO

TO EVA TODAY!

EVA is ERC’s multi-channel virtual agent:
voice, chat, and now digitally… Face-to-face.

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Reporting Analyst

Job Responsibilities:

Develop creative solutions for real-time issues in support of the Processing departments and Client Services.
• Create and Manage the execution of Project Plans. Determine prioritization of project plans with the Director of Client Services and execute.
• Perform account research and analysis as necessary, while utilizing the department ticketing queue or in response to email correspondence.
• Add efficiency and effectiveness to the general process flow by identifying process gaps and opportunities for greater performance. Use SQL and VB in tandem to meet these greater performance goals.
• Design and implement validation controls to improve functionality of client interfaces.
• Automate reporting deliverables wherever possible to improve timeliness and accuracy.
• Coordinate with Shared Services departments to improve process flows, provide accuracy and efficiency gains, and improve the standard of processing for an improved ERC service level.
• Partner with Information Technology to improve ERC technical performance wherever possible.
• Assist department leadership with User Acceptance Testing, Monitoring, and general process maintenance.
• Follow all standard operating procedures while communicating process failures and potential improvements to your team lead or manager. Update version history where required to ensure accurate process documentation, per ERC guidelines.
• Research and reconcile client requests and issues that are communicated directly to you, the department distribution list, or the department ticketing queue.
• It is expected that all ERC employees represent the highest level of professionalism, understanding that he or she will always be expected to act legally, morally, and ethically.
• Other duties as assigned.

Skills, qualifications, and other requirements:

WORK EXPERIENCE REQUIREMENTS

• 1+ years’ experience in related field.
• Proven organizational skills and demonstrated proficiency with SQL and VB.
• Demonstrated ability to research and resolve reporting breakdowns or create efficiencies through automation of process via macro-enabled documents or SQL tables.
• Understanding of project management and accounting procedures.
• Knowledge of industry standard financial software.
• Expert level understanding of Microsoft Excel.
• Attention to detail a must.
• Ability to communicate effectively with all levels of management and clients

EDUCATION REQUIREMENTS

Associate degree in a related field

Order Management Specialist

Job Responsibilities:

Order Entry/Data Entry
● Process order entry transactions as directed by customer account manager(s), including manual order entry, order copy, order line changes, terms changes, etc. aligned to Logitech OM and SOX processes and guidelines
● Data entry into Excel/Google docs as specified in the process(es)
Reports
● Generate and format order management and/or shipping reports as needed by customer supply chain department
● Produce daily summary of all transactions processed for audit/inspection by Logitech
Other
● Monitor email and respond timely in high volume environment
● Provide support for shipment tracking

Skills, qualifications, and other requirements:

KNOWLEDGE
● 2 years minimum Oracle order entry & reporting experience required
● Computer proficiency in email environments, MS Word/Excel/PowerPoint & Google Apps.
● Excellent English written and verbal skills

PERSONAL SKILLS
● Strong interpersonal communication skills
● Team-player
● Excellent attention to details
● Ability to work independently in a fast-paced office
● Ability to prioritize and multitask
● Strong sense of urgency
● Fast Learning skills
● Good organization and time management skills

Project Manager III

Job Responsibilities:

  • Coordinate in English with internal, client, and other external resources to ensure scope, requirements, and objectives are clearly and transparently defined
  • Work with ERC Sponsor, stakeholders, and functional areas to define tasks, deliverables, and due dates
  • Develop Project & Communication Plans based on implementation scope, requirements, and objectives
  • Manage changes to project scope, schedule, and costs through appropriate solutioning or escalation
  • Report and escalate on Action/Issue/Risk items that may impact project success
  • Meticulously maintain comprehensive project documentation
  • Define and drive project deliverables, meetings, updates, and communication with client & internal sponsors, stakeholders, and functional areas to ensure project scope, requirements, and objectives are met

Skills, qualifications, and other requirements:

  • Proficient in English Verbal and Written (Conversational/Professional)
  • Exemplary client & internal facing written and verbal communication skills and capable of communicating at the level of your audience (Executive and below)
  • Unparalleled attention to detail, critical thinking, and abstract analysis skills to see complex issues before they arise and resolve them
  • Solid organizational skills and ability to ‘get out of your own head’ when an issue or crisis arises
  • Ability to drive others to success through professional mechanisms that instill a desire in others to succeed
  • Unquestioned ability to manage multiple projects, conflicting deliverables, and drive a way forward to success
  • A desire to always self-improve, improve the team, process, and organization

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