Managing customer service and Contact Centers is much more complex today than in the past.


Successful companies are making customer service a priority. In an "always-on" world, only businesses capable of adopting a cross-channel service model, following their customers' customer journey, will be able to gain significant advantages in terms of relationships and revenue. We guide companies through the process of transforming their Contact Center and day-to-day operational management to properly balance all the benefits of the delivery model and solutions adopted with the achievement of efficiency and customer experience objectives, in a process of continuous improvement.


Optimisation is one of the critical factors for companies that need to balance maximum operational efficiency with the best Customer Experience. With innovative workforce optimisation solutions, we will help you manage resources, people, processes, and performance to best align them with your business needs. We design and implement the best CX and VoC Management solutions, Omni-Channel Contact Center, Workforce Management, AI-Knowledge Management and Virtual Assistant, AI-Speech & Text Analytics, Quality & Performance Management.

Managing customer service and Contact Centers is much more complex today than in the past.


Successful companies are making customer service a priority. In an "always-on" world, only businesses capable of adopting a cross-channel service model, following their customers' customer journey, will be able to gain significant advantages in terms of relationships and revenue. We guide companies through the process of transforming their Contact Center and day-to-day operational management to properly balance all the benefits of the delivery model and solutions adopted with the achievement of efficiency and customer experience objectives, in a process of continuous improvement.


Optimisation is one of the critical factors for companies that need to balance maximum operational efficiency with the best Customer Experience. With innovative workforce optimisation solutions, we will help you manage resources, people, processes, and performance to best align them with your business needs. We design and implement the best CX and VoC Management solutions, Omni-Channel Contact Center, Workforce Management, AI-Knowledge Management and Virtual Assistant, AI-Speech & Text Analytics, Quality & Performance Management.

Omni-Channel CCaaS solutions:
Anytime, Anywhere, with any Device


We place people at the heart of everything we do! We help companies build their own Omni-Channel Contact Center Infrastructure leveraging the top CCaaS technologies available in the cloud, ensuring maximum security, optimising costs to ensure the best customer experience ever. With an omnichannel solution, you can interact with your customers simultaneously on different channels through a single web interface, providing a comprehensive, immediate, and personalised support experience. Our approach combines advanced Contact Center technology with delivery experience and strategic consulting expertise that will transform customer service from a cost center to a business value tool.
Omni-Channel CCaaS solutions: Anytime, Anywhere, with any Device

Omni-Channel CCaaS solutions:
Anytime, Anywhere, with any Device


We place people at the heart of everything we do! We help companies build their own Omni-Channel Contact Center Infrastructure leveraging the top CCaaS technologies available in the cloud, ensuring maximum security, optimising costs to ensure the best customer experience ever. With an omnichannel solution, you can interact with your customers simultaneously on different channels through a single web interface, providing a comprehensive, immediate, and personalised support experience. Our approach combines advanced Contact Center technology with delivery experience and strategic consulting expertise that will transform customer service from a cost center to a business value tool.
Omni-Channel CCaaS solutions: Anytime, Anywhere, with any Device

We transform the Customer Service and the Contact Center,
ensuring tangible benefits in 4 crucial areas


We transform the Customer Service and the Contact Center,
ensuring tangible benefits in 4 crucial areas


AI & Virtual Assistant
Enhancing productivity and CX.


Enhancing productivity by automating repetitive or low-value processes is crucial for companies as is being able to support customers round the clock. We assist companies in automating customer service across all channels using Artificial Intelligence solutions, to develop integrated self-service solutions that leverage Intelligent Virtual Assistants, Chatbots, and Voicebots, all with a primary focus on Customer Satisfaction and Customer Experience.

Automation brings about immediate benefits by optimizing processes, maximizing resource utilization, and enhancing efficiency in call handling times and Contact Center productivity. It also leads to reduced operational costs. Leveraging Artificial Intelligence (AI) with natural language understanding (NLU & ML) and utilising advanced Automatic Speech Recognition and Text to Speech solutions enables the automation of various front-end and back-end processes. This results in faster interactions with customers, allowing agents to focus on more complex inquiries in case of need or on explicit request.
A.I. & Virtual Assistant Migliorare la produttività e la CX.

AI & Virtual Assistant
Enhancing productivity and CX.


Enhancing productivity by automating repetitive or low-value processes is crucial for companies as is being able to support customers round the clock. We assist companies in automating customer service across all channels using Artificial Intelligence solutions, to develop integrated self-service solutions that leverage Intelligent Virtual Assistants, Chatbots, and Voicebots, all with a primary focus on Customer Satisfaction and Customer Experience.

Automation brings about immediate benefits by optimizing processes, maximizing resource utilization, and enhancing efficiency in call handling times and Contact Center productivity. It also leads to reduced operational costs. Leveraging Artificial Intelligence (AI) with natural language understanding (NLU & ML) and utilising advanced Automatic Speech Recognition and Text to Speech solutions enables the automation of various front-end and back-end processes. This results in faster interactions with customers, allowing agents to focus on more complex inquiries in case of need or on explicit request.


Digital Self Service Le informazioni giuste, al momento giusto per migliorare la CX

Digital Self-Service

The right information, at the right time, to improve CX

A smarter and faster Contact Center and Customer Service lead to better experiences and proactive, automated customer engagement. Accessible Knowledge empowers customers to swiftly find answers and smoothly transition from self-service support to real-time agent-assisted support.
The goal is to increase the success rates of self-service approaches by minimising customer effort through AI-guided experiences facilitated by conversational bots, voice chats, and virtual agents. This approach improves first-contact response and resolution rates, subsequently enhancing CX with faster service, happier customers, and happier agents!

AI & Virtual Assistant Migliorare la produttività e la CX.

Digital Self-Service

The right information, at the right time, to improve CX

A smarter and faster Contact Center and Customer Service lead to better experiences and proactive, automated customer engagement. Accessible Knowledge empowers customers to swiftly find answers and smoothly transition from self-service support to real-time agent-assisted support. The goal is to increase the success rates of self-service approaches by minimising customer effort through AI-guided experiences facilitated by conversational bots, voice chats, and virtual agents. This approach improves first-contact response and resolution rates, subsequently enhancing CX with faster service, happier customers, and happier agents!

Automation Key Benefits





Cost Reduction
Immediate cost reduction is achieved through process automation. When workload increases, automation compensates for this growth at a lower cost.
Employee Satisfaction
People can focus on higher-value activities that require human decision-making and cannot be automated.

Improved Productivity
Bots operate 24/7 and maximise productivity, allowing individuals to focus on unsuccessful practices or system-highlighted critical issues.
Error Reduction
Automation significantly reduces the risk of human error. Well-configured bots and virtual assistants do not make errors and free up resources from high-risk and/or low-value activities.
Quick ROI
Improved performance, 24/7 resource utilisation, elimination of errors and time spent on error correction lead to a rapid return on investment.

Automation Key Benefits




Cost Reduction
Immediate cost reduction is achieved through process automation. When workload increases, automation compensates for this growth at a lower cost.
Employee Satisfaction
People can focus on higher-value activities that require human decision-making and cannot be automated.
Improved Productivity
Bots operate 24/7 and maximise productivity, allowing individuals to focus on unsuccessful practices or system-highlighted critical issues.
Error Reduction
Automation significantly reduces the risk of human error. Well-configured bots and virtual assistants do not make errors and free up resources from high-risk and/or low-value activities.
Quick ROI
Improved performance, 24/7 resource utilisation, elimination of errors and time spent on error correction lead to a rapid return on investment.

AI-Speech & Text Analytics
Understanding the Voice of the Customers.


We collect and analyse all data, structured and unstructured, to discover what customers truly want and transform it into valuable insights for predictive models that guide business decisions, improving Customer Experience and loyalty, and increase sales.


AI-based speech analysis automatically detects contact reasons, sentiment, and customer satisfaction, enabling immediate recovery actions. Real-time monitoring allows you to support agents with training and coaching when necessary, promoting continuous improvement and optimizing processes.

AI-Speech & Text Analytics
Understanding the Voice of the Customers.


We collect and analyse all data, structured and unstructured, to discover what customers truly want and transform it into valuable insights for predictive models that guide business decisions, improving Customer Experience and loyalty, and increase sales.


AI-based speech analysis automatically detects contact reasons, sentiment, and customer satisfaction, enabling immediate recovery actions. Real-time monitoring allows you to support agents with training and coaching when necessary, promoting continuous improvement and optimizing processes.

Speech & Text Analytics Key Benefits




Churn Prevention
To maximise retention effectiveness

By analysing customer service interactions and integrating them into the churn analysis and management process, you can enhance the effectiveness of your retention efforts.
Cost Reduction
For streamlining contact management time and cost reduction
Speech & Text Analytics is a powerful tool for efficiently managing contacts and reducing their duration.
It enables the analysis of multiple dimensions, allowing the identification of complex and critical topics that require targeted support actions for operators.
Sales Improvement
For improved sales performance

Speech & Text Analytics solutions enhance the efficiency and effectiveness of sales communication by enabling quick identification of each operator's performance contribution and highlighting the "modes" and "sales approaches" that yield the best results. This allows for classifying "best and worst practices" to improve training and coaching activities
.
Compliance & Quality
For a rapid improvement in service quality
Speech Analytics solutions enable comprehensive Quality Monitoring of 100% of conversations, allowing for the identification of highly effective communications (best performers) as well as deviations from communication scripts (such as automatic validation of Vocal Orders), to schedule targeted training and improve compliance.
Customer Experience
To gain insights into customer perceptions of contact channels
Analysing phone calls and digital conversations enables the refining of contact strategies across multiple channels. The data discovery functionality for interaction contents enables the identification of recurring topics that generate higher customer dissatisfaction, tracks their trends, and maps the customer journey.

Speech & Text Analytics Key Benefits



Churn Prevention
To maximise retention effectiveness

By analysing customer service interactions and integrating them into the churn analysis and management process, you can enhance the effectiveness of your retention efforts.
Cost Reduction
For streamlining contact management time and cost reduction
Speech & Text Analytics is a powerful tool for efficiently managing contacts and reducing their duration.
It enables the analysis of multiple dimensions, allowing the identification of complex and critical topics that require targeted support actions for operators.
Sales Improvement
For improved sales performance

Speech & Text Analytics solutions enhance the efficiency and effectiveness of sales communication by enabling quick identification of each operator's performance contribution and highlighting the "modes" and "sales approaches" that yield the best results. This allows for classifying "best and worst practices" to improve training and coaching activities
.
Compliance & Quality
For a rapid improvement in service quality
Speech Analytics solutions enable comprehensive Quality Monitoring of 100% of conversations, allowing for the identification of highly effective communications (best performers) as well as deviations from communication scripts (such as automatic validation of Vocal Orders), to schedule targeted training and improve compliance.
Customer Experience
To gain insights into customer perceptions of contact channels
Analysing phone calls and digital conversations enables the refining of contact strategies across multiple channels. The data discovery functionality for interaction contents enables the identification of recurring topics that generate higher customer dissatisfaction, tracks their trends, and maps the customer journey.

Our AI-powered solutions with semantic technology


Our AI-powered solutions with semantic technology


Workforce Management
We optimise resources to govern and manage the Contact Center, with the right skills, correct planning for the time necessary at the right cost.


Quantification, organisation, and management of agent workload are crucial factors that the Contact Center Manager must know how to govern to achieve the optimal balance between operational efficiency and customer satisfaction.
Workforce Management (WFM) solutions can generate accurate forecasts and propose clear and timely actions to maximise resources, guarantee the best possible customer experience, and boost employee satisfaction.
Workforce Management Ottimizziamo le risorse per governare e gestire il contact center con le giuste competenze, con una corretta pianificazione, per il tempo necessario, al giusto costo

Workforce Management
We optimise resources to govern and manage the Contact Center, with the right skills, correct planning for the time necessary at the right cost.


Quantification, organisation, and management of agent workload are crucial factors that the Contact Center Manager must know how to govern to achieve the optimal balance between operational efficiency and customer satisfaction.
Workforce Management (WFM) solutions can generate accurate forecasts and propose clear and timely actions to maximise resources, guarantee the best possible customer experience, and boost employee satisfaction.
Workforce Management Ottimizziamo le risorse per governare e gestire il contact center con le giuste competenze, con una corretta pianificazione, per il tempo necessario, al giusto costo

Maximising the efficiency of the Contact Center is essential for delivering excellent customer experiences while minimizing operational costs.

Maximising the efficiency of the Contact Center is essential for delivering excellent customer experiences while minimizing operational costs.

The organisation of services, sites, and shifts requires swift analysis and action, which can be streamlined only by using WFM tools.
To reduce operational inefficiencies, WFM enables the automation of contact volume forecasts based on historical data, determines the number of agents to meet established service levels, adjusts shift scheduling, plans activities, and monitors real-time adherence between available resources and incoming interaction volumes by redefining the schedule. WFM is a seamlessly integrable solution that provides reporting and real-time analysis tools to all operational roles, from agents to management.

Maximising the efficiency of the Contact Center is essential for delivering excellent customer experiences while minimizing operational costs.

The organisation of services, sites, and shifts requires swift analysis and action, which can be streamlined only by using WFM tools.
To reduce operational inefficiencies, WFM enables the automation of contact volume forecasts based on historical data, determines the number of agents to meet established service levels, adjusts shift scheduling, plans activities, and monitors real-time adherence between available resources and incoming interaction volumes by redefining the schedule. WFM is a seamlessly integrable solution that provides reporting and real-time analysis tools to all operational roles, from agents to management.

WFM Capabilities


WFM Capabilities


Organisational Benefits
Improved precision in forecasting and scheduling. Decreased time needed for planning, monitoring, and reporting, all streamlined through WFM automation.

Cost Optimization
Cost reduction by precise planning of work, vacations, and leave, and maximizing the use of skill-based routing, leading to enhanced average staff productivity.

Performance Enhancement
Enhanced adherence to envisaged timelines to carry out assigned activities, leading to improved performance and control over key performance indicators (KPIs).

WFM Key Benefits

WFM Key Benefits

WFM Key Benefits

WFM Key Benefits

Organisational Benefits
Improved precision in forecasting and scheduling. Decreased time needed for planning, monitoring, and reporting, all streamlined through WFM automation.

Cost Optimization
Cost reduction by precise planning of work, vacations, and leave, and maximizing the use of skill-based routing, leading to enhanced average staff productivity.

Performance Enhancement
Enhanced adherence to envisaged timelines to carry out assigned activities, leading to improved performance and control over key performance indicators (KPIs).

Customer Knowledge Management
We manage Knowledge to enhance customer support and experience.


We provide advanced Customer Self-Service Knowledge Management solutions - integrated, assisted, and enriched by virtual assistants. With Artificial Intelligence (AI), combining the simplicity of Natural Language search with ML, you can easily collect and access information.

Knowledge Management facilitates the sharing, identification, collection, preservation, and above all accessibility of information. Effective “knowledge management” is a strategic asset that enhances performance, promotes innovation and continuous improvement, and simplifies work processes by providing accurate, clear, unambiguous, and up-to-date information. By sharing expertise and nurturing knowledge, Contact Centers can reduce operational costs and seize growth opportunities, thereby enhancing the CX.
Customer Knowledge Management Gestiamo la Conoscenza per migliorare l'assistenza e l’esperienza dei clienti.

Customer Knowledge Management
We manage Knowledge to enhance customer support and experience.


We provide advanced Customer Self-Service Knowledge Management solutions - integrated, assisted, and enriched by virtual assistants. With Artificial Intelligence (AI), combining the simplicity of Natural Language search with ML, you can easily collect and access information.

Knowledge Management facilitates the sharing, identification, collection, preservation, and above all accessibility of information. Effective “knowledge management” is a strategic asset that enhances performance, promotes innovation and continuous improvement, and simplifies work processes by providing accurate, clear, unambiguous, and up-to-date information. By sharing expertise and nurturing knowledge, Contact Centers can reduce operational costs and seize growth opportunities, thereby enhancing the CX.
Customer Knowledge Management Gestiamo la Conoscenza per migliorare l'assistenza e l’esperienza dei clienti.
Your customer's journey often starts with a search! Ensure they receive the right content wherever they are and at any point in their journey.

Make sure the right answers are easy to find.
An integrated Knowledge Management system is essential for building, developing, and empowering an innovative approach to customer management. The right mix of self-service and easy access to live agents will provide accurate analysis and reporting for a better understanding of your customers' needs and requests. You will improve CX and operational efficiency, reduce interaction volumes, and optimise costs.

Access to information is the competitive advantage

Access to information is the competitive advantage
Your customer's journey often starts with a search! Ensure they receive the right content wherever they are and at any point in their journey.

Make sure the right answers are easy to find.
An integrated Knowledge Management system is essential for building, developing, and empowering an innovative approach to customer management. The right mix of self-service and easy access to live agents will provide accurate analysis and reporting for a better understanding of your customers' needs and requests. You will improve CX and operational efficiency, reduce interaction volumes, and optimise costs.

Access to information is the competitive advantage

Access to information is the competitive advantage

Extend Knowledge Everywhere it is needed.

The solution is a fully web-based application that can be integrated with a Conversational Virtual Assistant. Through quick and intuitive search functions, powered by AI-NLU and ML technology, it allows end customers to find answers to their information and service requests online, independently through self-service or via a conversational bot, and if the answer is not satisfactory, an agent can assist them. The solution includes a document editor for document management and many other features.

Request a Demo
Estendi la conoscenza ovunque sia necessario
Estendi la conoscenza ovunque sia necessario

Extend Knowledge Everywhere it is needed.

The solution is a fully web-based application that can be integrated with a Conversational Virtual Assistant. Through quick and intuitive search functions, powered by AI-NLU and ML technology, it allows end customers to find answers to their information and service requests online, independently through self-service or via a conversational bot, and if the answer is not satisfactory, an agent can assist them. The solution includes a document editor for document management and many other features.

Request a Demo

Knowledge Management Key Benefits





Extended and simplified search with auto-completion and search suggestions.
Standardisation of classification
methods. 

Reduced categorisation time and information management costs.
Efficiency, consistency, and speed in document classification.
Sorting of results by relevance, date, clicks, and likes.
Intuitive and comprehensive database query for quickly finding relevant content.
Knowledge sharing to support strategic processes.
Simultaneous access to multiple archives with a single click.

Knowledge Management Key Benefits




Extended and simplified search with auto-completion and search suggestions.
Standardisation of classification
methods. 

Reduced categorisation time and information management costs.
Efficiency, consistency, and speed in document classification.
Sorting of results by relevance, date, clicks, and likes.
Intuitive and comprehensive database query for quickly finding relevant content.
Knowledge sharing to support strategic processes.
Simultaneous access to multiple archives with a single click.

PROFESSIONAL SERVICES & CONSULTING  Strategia, Persone, Processi e Tecnologia: che tipo di esperienza vuoi offrire ai tuoi clienti?

PROFESSIONAL SERVICES & CONSULTING

Strategy, People, Processes, and Technology: What kind of experience do you want to offer your customers?

The answer to this simple question defines metrics, processes, tools, and technologies available today to automate and streamline operational processes, to deliver the highest possible quality and a better Customer Experience. Discover how OMEGA3C helps businesses design, implement, and manage the new CX (R)evolution.

ContactUs
SOLUTIONS & CONSULTING

Our Consulting & Solutions Provider offer covers the entire framework of CX-EX & VoC Management and Customer Interaction.

Consulting & Services
Choose Your Experience
CX-EX e Voc-VoE Management Solutions
We are CX-Experts
Who We Are
 

We're here!
Discover how we can assist you.

In over 25 years of operation, we have successfully faced and resolved many challenges in managing Customer Experience.


Contact us. Call +39 02 94.39.5551 or fill out the form and tell us what you need: you will receive the answer you're looking for.

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