The highest yield of operations is obtained from a firm base controlling interactions across all channels available to the customer. The Care Model strategies defined must be supported by automated processes which enable maximum productivity.
Offering a multi-channel service is more than opening new interaction spaces; it means having processes adapted to the characteristics of each channel, supported by robust and flexible technologies that ensure sustainability and consistency of messages and proposals at any time as required by the business.
The Care Model strategy should be developed on a strong base structure that allows adjustment to changing market movements without eroding position and margins. Solving interactions in an optimal way with clear and sufficient allocation of resources is the priority in managing Contact Center operations.
The knowledge of our consultants, their professional experience , our presence in more mature markets and our partnerships with world leaders in solutions and services allow us to have a complete value proposition in more specific areas of process automation and technologies for the Contact Center : smart routing interactions, activity monitoring, management and development of multi -skills care models, …
- Inbound management: Interaction routing
- Gestión Outbound: Emisión automática programada de llamadas
- Campaign management
- Multichannel care: voice, email, sms, surveys, social networks,..
- Activity monitoring
- Load balancing
- Voice recognition for automatic routing
- Agent scripts
- Activity reporting
- High availability
- Call recording and storage procedures
- Unified communications