Commercial Solutions

IVR and Contact Center Offering

Comprehensive implementation services for contact center solutions based on market solutions (Avaya, Cisco, Nortel, Alcatel, Genesys, Microsoft, …) or our own solutions.

Intelligent routing: leading market solutions that allow the implementation of strategies that ensure the resolution of requests through the most appropriate contact center, based on request characteristics.

Web Channel. Internet/Intranet integration channel in the contact centre. Instant messaging, chat, VoiceIP (Internet/Intranet), shared navigation and remote assistance. Video Call Centre and Advanced Video Services.

In-person channel that allows maximization of customer/user assistance at offices/branches of your organization by providing equivalent service to the rest of the channels.

Management of back-office tasks. BPR: projects for the prioritization and subsequent assignment of tasks and/or processes. Assignment of capabilities or skills through intelligent routing motors. Integration with BPM and corporate applications.

Workforce optimization. Resource planning (WFM). Implementation of recording systems and tools for managing agent quality.

Integration. EAI applied to the contact center. Integration with corporate systems and business applications. Use of EAI tools (Tibco, MQ-Series, etc.) and custom developments based on market standards (SOA/WebServices, Servlets, SNA, TCP/IP, Databases, etc.).

One-stop desk. Design and development of a work environment that provides the agent/manager with everything needed for daily activity, both in relation to the service and to the organization and business. Use of market tools and/or in-house development.

IP contact centre systems: IP and IP IVR architectures, IP recorders, protocol optimization, SIP, MGCP, integration with in-person, mobility, unified communications, etc. Distributed systems for multiple headquarters or with operation backup centers, telecommuting, mobile agents, Expert Agent, Video Kiosk IP, etc.

Comprehensive maintenance services: national and international 24x7x4 coverage. Levels 1-2-3. SLA monitoring, ticket access via the Web.

Migration of traditional contact centers to IP contact center technology.

IVR Applications (Interactive Voice Response) inbound/outbound: Automated telephone attention, speech recognition and text-to-speech conversion. Development in standard languages (VoiceXML, Java, WebServices) or native environments.

Telephone surveys and telemarketing: automated service totally managed by the customer for launching survey campaigns. Immediate feedback.

Payment management system. Debt notification, cut-off notices and payment by credit card. Anti-fraud control for large payments.

Speech recognition with an open-ended question: What would you like?

Video IVR: IVR that receives video calls. Substantial improvement in the application effectiveness.

Virtual assistants: web-based avatar, natural language, navigation assistance.

Voice biometrics: permits verification of the speaker identity using speech recognition technologies.

Speech-analytics: automatic transcription of calls to the Call Center and Data Mining of this recorded data. Instantaneous detection of trends, needs, etc. Immediate improvement in Call Centre effectiveness in terms of First Call Resolution.

Technological solutions for marketing and sales management

Multi-channel campaign management (Outbound). Solutions that support the sales management cycle by automating outbound communications with your customers. These systems permit you to communicate the most appropriate offers for each customer, automating and simplifying the tasks entailed in managing these communications through any channel (multi-channel).
Implementation of specific modules for optimized management of digital channels (e-mail, SMS, MMS).
Real-time campaign management (Inbound). To take advantage of inbound communications from customers, personalizing the offer in real time. When customers contact your company, the information the customer provides can be combined with your knowledge of the customer to send the most appropriate message, increasing the effectiveness of your sales actions.

Management of resources and marketing plans. Tools that allow you to optimize and streamline the processes and tasks involved in marketing management, facilitating budget tracking, process flow management and approvals, and the management of available marketing resources.

Sales intelligence. Monitoring and adjustment of sales strategies based on greater customer knowledge obtained through tools that facilitate the creation of models (customer value, propensity, abandonment, risk) and provide customer segmentation aligned with the sales strategy.

Customer loyalty systems. Implementation of customer loyalty systems that support the creation and maintenance of points programs, management of registered customers, award and redemption of points, reward grids, etc.

CRM consultancy and solutions. Consultancy and design of advanced CRM solutions that manage interactions with customers through multiple channels to achieve a 360º view of the customer.

Sales. Sales management solutions that optimize sales processes in multi-channel sales scenarios and generate increased sales and profitability. Acting both in the direct channel (SFA) and in the indirect (PRM) to broaden the presence of the organization in the market.

Customer Care. Solutions for managing multi-channel, integrated customer care service in its different forms (information to customers, technical and post-sales support, help desk, etc.) to reduce operating costs.

Mobile solutions. Solutions designed to provide applications for mobile devices to facilitate field work with access to updated information, optimize productivity and reduce response times.

Fraud control and management. Fraud detection, management and prevention system, based on customer or user behavior studies, and their variations, with respect to established behavior through a series of parameters, including anomalies.