Wizink needed to carry out comprehensive management of the leads provided, generating shared environments with multiple agencies for common campaigns, as well as individual ones for particular campaigns. In turn, lead information should be democratized so that agencies work under equal conditions and use the same CTI, being able to audit all sales made and the performance of agents, ensuring the security and traceability of all processes. This required the incorporation of a new platform for omnichannel contact and service.
Through the solution Infunnel, comprehensive traffic management across all channels was made possible from a single platform. This allowed leads to automatically and by default initiating a series of automations designed to boost their progress in the funnel or their assignment to different types of campaigns.
The work pipeline was optimized, providing strategic automations, immediate and personalized omnichannel attention, and a unique history of all interactions. This results in the optimization of processes in an intelligent way, freeing up resources and time.
Through the solution of Inconnect, a shared VCC was created with three agencies simultaneously, ensuring an equitable distribution in the quantity and quality of leads.
In turn, a VCC was created for each of the agencies with their respective campaigns. In those cases, the leads were differentiated and shared based on WiZink's requirements.
Intermediary agencies have multiple access profiles, as well as their own customized reports and metrics. Thanks to the powerful dialer, optimal contact rates were achieved.
The real-time visualization of campaign metrics allowed us to switch between a progressive, predictive or preview format as needed. The dialer achieved more successful calls in less time using multimodal automatic dialing.
The Solution Inspeech allowed us to go from 50 monitored sales per channel per month to auditing each of the sales. Thanks to this technology, it was possible to observe patterns, trends and data in an automated way and in real time in voice, video and text interactions.
With Inconcert as WhatsApp Business Solution Provider, a new contact channel was created, with a custom-designed level of control and management. This allowed operators to serve seven customers simultaneously rather than being limited to doing so individually.
Interactions were facilitated through automation in customer contact strategies, allowing us to distribute, organize and respond quickly to messages. In this way, key KPIs such as First Response Time (FRT) and Average Response Time (ART) were also enhanced.
Thanks to the versatility, ease of use and speed of deployment of the inConcert solution, we managed to have a very complete solution up and running in record time for our most demanding client. - Mariano Bañón, IT Director at Webhelp
