VócexMediapost Group mejora la experiencia de cliente en su contact center Vocex

29 febrero, 201613

Mediapost Group lleva varios meses trabajando para mejorar la gestión de la operativa y las comunicaciones de su call center Vocex y, para lograrlo, ha realizado una fuerte apuesta por la innovación tecnológica de la mano de Presence Technology.

Este proveedor global de software especializado en soluciones multicanal para call centers permitirá que Vocex optimice sus recursos e incremente la eficiencia en sus procesos de interacción entre empresas y clientes.

Gracias a la implantación de las distintas herramientas de Presence, los expertos en relación con el cliente y marketing relacional en call centers de Vocex pasarán a gestionar las campañas de emisión y recepción de llamadas con el modo marcación predictiva, grabarán llamadas para su posterior control de calidad y, finalmente, también podrán segmentar clientes y realizar un adecuado enrutamiento de las llamadas entrantes.

Delia Estévez, responsable de Vocex, explica las ventajas de este nuevo sistema: “Necesitábamos una solución fiable para mejorar la rentabilidad de nuestras campañas y proporcionar una mejor atención al cliente, pero que también fuera sencilla a un nivel operativo de cara  aumentar nuestra autonomía en la creación de campañas y explotación de datos”.

El tiempo de puesta en marcha de la plataforma con Presence ha sido espectacular, trabajamos desde el primer día sin ningún tipo de incidencia, la plataforma es estable y los gestores están muy contentos, ya que la herramienta que teníamos antes nos daba muchos problemas, ahora el trabajo es más fácil”, continúa Estévez.

Gracias a estos cambios, Vocex ya cuenta con una mayor estabilidad, un mejor rendimiento para los clientes y controles de calidad.


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