Multichannel relational solutions

Technological developments have transformed possible links between companies and their customers, administrations and their users or the media and their audiences. Meanwhile, behavioural changes have made it necessary for companies to adapt to the demands of this new generation of consumers.

Between business objectives – optimising commercial processes, expanding territorial coverage etc. on the one hand and the customer´s needs – speed, customisation and service quality etc. on the other, multi channel solutions provide the answers for managing call flow processes, flexibility, performance and reliability.

Integrated into the customer relations management of our business and administrations customers, our relational solutions are high performing tools implemented as part of campaigns (recruitment, information) or customer service. Constructed using intelligent networks, they are tailored to meet the needs of each customer using modular systems that cover the entire call flow process from collecting calls, call handling using IVR to routing to call centres.

We host IVR and/or multichannel services on our platforms connected to all operators and have the ability to simultaneously handle large call flows. Applications developed for our customers are enhanced with real time statistics and management tools.

• AXA Customer Service (Spain) 2.1 million minutes per month
• DNI – Red.es. Automated system for managing appointments for ID documents with the administrative services of the Spanish National Police. 2.5 million minutes and 1 million calls handled per month.
• Ya.com (Orange) Customer Service: IVR handling 1.7 million minutes per month.