BPO

Smart Center: Omnichannel and Automation to improve BPO processes

By 2 de octubre de 2019marzo 25th, 2021No Comments

Thanks to the omnichannel and automation capabilities of Enghouse´s technology, Smart Center has been able to increase ROI. It has also improved the efficiency of its customer service processes and its customer experience.

The company is a leader in outsourcing services for triple-A customers in the insurance, banking, government, public and NGO industries.
Smart Center’s main need was to offer quality service. With a single platform for managing customer experience that would allow them to have the highest possible return on investment.

To do this, it needed to be able to manage all of its customer service channels in an omnichannel way. Offering them the possibility of self-managing their requirements through their preferred customer service channel.

Offering omnichannel customer service with BPO software

With the implementation of Enghouse’s Presence Suite, Smart Center has been able to improve its customer experience. Mainly thanks to the fact that the tool really offers omnichannel capabilities, and ensures that the customer journey context is maintained through any channel.

Consequently, it can serve all the channels that its customers demand. Such as social media, chatbots, mail, web collaboration, traditional telephone calls, chat and SMS.

Hence, guaranteeing excellence in the service offered.

Automating the customer experience

The automation of customer service processes has allowed Smart Center to improve its productivity. Using a single platform to deliver a unified, personalized experience. Also tailored to the most specific needs of its customers.

As a result, this automation allows interoperability, through its libraries and the ability to integrate with all other operating systems. Thus, they can also automate backoffice processes and even send invoices to their customers.

In this video, you can see how Smart Center enhanced its omnichannel and automation capabilities in its contact center. Hence improving its ROI and optimizing its customer experience.