Contact centers have gone from being watertight departments to becoming the heart of all company processes and communications. Connecting all points of the customer’s journey with the different corporate areas, to offer a frictionless, cross-functional experience.
Contacts per hour
First call resolution
Omnicanal attention at any time and through any channel.
Reduced agent response times thanks to the availability of all information on a single platform.
Automation of the interactions for a customer service without waiting or repetitions.
Proactive and personalized communications to communicate with the client at the right time.
Process automation to achieve the perfect combination of agent care and self-service.
Increased productivity and FCR, with automated dialing strategies based on business rules.
Simplicity of administration, supervision and single agent desktop (100% web).
Measurement of quality of care and processes.
Analysis of the processes and casuistry for decision making.
Empowering agents and supervisors with the right tools and intelligence.
On-premise / Hosted / Hybrid / Cloud
Contacts per hour
Resolution on first call
Agent productivity
Occupation of the agent
Sales per Hour / Conversion Levels
Average time per interaction (BMT)
Maintenance costs
Agent training costs
Time-to-Market
Total cost of ownership (TCO)
Technical support
