engage your customers: anytime, anywhere, with any device
Workforce Optimization
our workforce intelligence for your customer service
Big Data & Interaction Analytics
measure, get insight, take action
Consulting & Professional Services
WE CAN SUPPORT YOU TO UNDERSTAND HOW TO IMPROVE YOUR CUSTOMER SERVICE
Intro
We design and build an outstanding Customer Experience for your customers. Anytime, anywhere, with any device.
Software and technology are only enabling factors that, however, do not show how to make the necessary changes in the companies. They do not change the behaviors. They do not redefine the business processes.
“We think different”.
To add value to your business, we use the best technology involving the People, optimizing the Processes and improving the Performance.
Artificial Intelligence (AI) is changing the contact and communication strategies turning them into a key-component for competitiveness. AI improves the Customer Service efficiency automating the repetitive or low value-adding processes. AI answers 24/7 to the customer passing the contact over an Agent only in case of need or explicit request. We support companies in automating their Customer Service on all the channels through AI and ChatBot solutions.
Robotic Process Automation
Robotic Process Automation (RPA) is the new frontier in the management of the processes of Front- and Back-Office. RPA allows companies to greatly increase their productivity while providing an excellent Customer Experience to their customers, thus generating efficiency, reducing costs and improving the Employee Satisfaction. We help companies to robotize processes through innovative RPA solutions, triggering a virtuous cycle of continuous improvement.
Customer Experience Analytics
The increasing number of touch-points needs an advanced ability to analyze the pieces of information to fully understand the Customer Experience of the customers. We provide cross-channel tools and analyses on all the qualitative and quantitative metrics to track and analyze the Experience of the customer through the whole Customer Journey. We seize the customer interactions and feedback transforming them into valuable information to make your business grow.
IoT: Insight & Real-Time Analytics
The Internet of Things (IoT) is transforming the business models. The preventive support wins on all fronts: faster resolution at lower costs, better planning and anticipation of the future needs of the customers. Our Real Time Analytics solutions allow the real-time detection of signals coming from IoT to start prompt actions involving the Customer Service or setting automated response processes.
A.I. & Knowledge Management
Knowledge is one of the most important and significant resources available to the Customer Service. Artificial Intelligence (AI) has strongly got into this field with solutions able to provide both a competitive advantage and to reduce the time and costs of the interaction handling. We help companies to make information easily usable and to automate the business processes through "Cognitive Computing" and Knowledge Management solutions.
We help companies to transform the way they serve and engage customers: anytime, anywhere and with any device, thus achieving: competitive differentiation, increased customer loyalty, new business opportunities, operational efficiency, cost reduction, excellent performance and a better Customer Experience.
Customer Experience Management
We help companies to transform the way they serve and engage customers, anytime, anywhere and with any device, thus achieving: competitive differentiation, increased customer loyalty, new business opportunities, operational efficiency, cost reduction, excellent performance and a better Customer Experience.
Workforce Optimization
Optimization is a critical factor for companies that must combine maximum operational efficiency with the best Customer Experience and, at the same time, increase Employee Satisfaction. We support companies to manage contact volumes and activities connected with a careful mix of people coordination, Customer Service automation, Self-Caring and Contact Deflection strategies.
Big Data & Interaction Analytics
Listen carefully and learn from the Voice of Customer. Understand what actions to take. To process huge amounts of structured and unstructured data, turn them into information to obtain previously unimaginable predictive models. We provide cross-channel tools and analysis on all qualitative and quantitative metrics to track and analyze customers Customer Journey.
Consulting & Professional Services
We help companies bring their customers' customer experience to the next level, transforming technology investments into powerful business solutions. We contribute to the Digital Transformation of companies, thanks to our consulting services and the adoption of the best technological solutions of our leading international partners.
The integrated platforms to support the Omni-Channel interactions, technological innovations, self-service solutions and Artificial Intelligence are driving huge changes in the Customer Service.
A Customer Service is a very complex machine requiring an efficient and competent handling: each gear has to be perfectly synchronized to improve performances and reduce costs.
The use of digital media and the centrality of the customer experience require that companies go through a real change of paradigm in addition to the acquisition of new operational skills.
The Customer Service plays a strategic role for companies. The digital technologies are turning upside down the traditional Customer Service, transforming it into a strategic asset that can add value to each interaction.
FREQUENTLY ASKED QUESTIONS
How to develop the skills, strengthen the engagement and the satisfaction of the Customer Service staff ?
How to reduce the Customer Service costs ?
How to reduce the contacts eliminating the repetitive ones and decreasing the “Failure Demand” ?
How to increase the efficacy and power of the services provided by your Customer Service ?
How to significantly raise the “First Contact Resolution” and the “Total Problem Resolution” ?
How to optimize the Customer Service processes and make the Web Self-Service solutions more fruitful ?
How to implement a correct “Contact Prevention” strategy ?
How to measure, achieve and maintain over time the operational excellence of the Customer Service ?
How to raise the loyalty, engagement and satisfaction of the customers ?
How to maximize the benefits of the (out)sourcing processes and minimize the risks of the BPO solutions ?
How to evolve towards a High Performance Value Driven model ?
How to face and manage the transformation and evolution towards the Digital Customer Service ?
How to improve the Customer Experience while reducing the costs ?
How to integrate Social Media and Social Care in the strategy of interaction with the customers ?
How to analytically monitor and assess the performance of the Customer Service ?
How to get a holistic view of each performance of the Customer Service ?
How to carry out a successful Assessment of your operational structure and compare it with other industrial concerns ?