According to its work philosophy, Intelligent Contact required an omnichannel Contact Center platform, flexible to demand, that would allow it to renew itself according to market needs, improve productivity rates and enable integration with its own contact management and business intelligence applications.
Its main objectives were:
- Improve contactability and productivity rates: Due to market demand regarding the penetration of telemarketing services, Contacto Inteligente required offering an optimized service with high contactability rates and competitive levels of productivity.
- Extract, integrate and consolidate data for analysis and decision-making: The main challenge focused on empowering contact center services with their own CRM and business intelligence solutions. Due to the business relevance of data intelligence as an added value for its customers, it was essential that management tools and applications allow the traceability of each interaction. And at the same time, that this data will be fed back on the knowledge provided by Business Intelligence and the CRM.
- Managing growth and profitability: The company required adequate management of growth, control of profitability, quality assurance in each of the services and the continuous improvement of these services.
Inconcert provided the technology and advice to execute contactability strategies based on Business Intelligence (BI).
The main solutions implemented were:
Optimized automatic marking:
- It was configured progressive and predictive marking, automating outbound calls to optimize agent times.
- The business rules and marking strategies were based on the knowledge provided by the Business Intelligence tools of the company. This made it possible to improve the dialing rules and apply them differentially according to specific contact segments.
Integration with CRM and Business Intelligence tools:
- Each campaign was integrated into the Smart Contact CRM solution. When the agent processes an incoming or outgoing interaction, it triggers the Screen Pop-up of this management application with relevant contact information.
- All management with the customer is carried out from the CRM, which allows with valuable information both solutions.
- Finally, it is available the traceability of each interaction and other operational data, to be taken by BI tools and transformed into valuable information for the business.
Measurement and monitoring of indicators:
- Real-time monitoring tools were implemented with online information on the productivity and quality of service indicators necessary for operational control.
- In the same way, it is possible to retrieve and listen to recordings and access historical and statistical reports with operational, management and profitability information, aimed at supervision and senior management.
Award-Winning Case
Thanks to Inconcert's Inconnect solution for one of the most important telecommunications companies in Peru, Contacto Inteligente won the award to “Better Outsourced Contact Center operation” awarded by the Peruvian Association of Contact Centers (APECCO).
The best solution that Inconcert has provided us since the beginning of the business relationship is the flexibility and openness they had to understand the need of our company to integrate the Inconnect solution with our CRM solution for contact management and intelligence tools. Thanks to this flexibility and constant adaptation to our business needs, we have forged a two-way relationship of trust over the years and it is a crucial ally for the company's growth. - Raúl Vizcarra, Business Intelligence Manager Smart Contact
