Looking after advisors’ mental health and wellbeing needs to be top of the contact centre management agenda for 2022.

Les analystes annoncent une hémorragie des effectifs dans les centres de contact. Mais des solutions existent pour freiner la désaffection des collaborateurs pour leur entreprise et améliorer leur bien-être. Et s’il s’agissait de la priorité numéro 1 des responsables des centres de contacts pour 2022 ? 

Voice is now a Digital User Interface (UI), and innovative businesses are digitising the voice channel to help them meet their strategic goals for customer service – including automation.

Plus aucun centre de contact moderne et innovant ne peut faire l’impasse sur la voix. Les clients la plébiscitent pour interagir avec les marques. Mais pour relever ce défi, les entreprises doivent bien comprendre les motifs de leurs appels avant de passer le cap de l’automatisation. Explications.

Among the winners were companies at the forefront of different sectors including Insurance, Banking, Telecommunications, Retail, Utilities and Transport.

Verint connects work, data and experiences to help your people serve customers better every day.

Verint met en relation le travail, les données et les expériences pour aider vos agents à mieux répondre aux besoins des clients jour après jour. Son portefeuille de solutions pour l’engagement client utilise les dernières technologies d’IA et d’analyses, une architecture cloud ouverte et la science de l’engagement client pour rapprocher vos équipes de vos clients.

Vodafone is a clear example of a company that is a pioneer in the use of Artificial Intelligence and Natural Language at its contact centre.

Entreprise pionnière, Vodafone a su exploiter la puissance de l’intelligent artificielle et du language naturel dans sone centre de contact.

The Customer Centric age has led many companies to place an ever greater focus on their customers and to make them a top priority. The creation of specialised Customer Care or Customer Experience departments to improve interactions with customers has proven essential in this respect. Customer service has been further reinforced via technology introduced as part of companies' digital transformation, ensuring excellent service throughout the purchase process and in case of any other needs. 

Using the power of the cloud and AI, Genesys technology connects every moment on the customer journey, across marketing, sales and service, on any channel.

Chaque année, Genesys offre plus de 70 milliards d’expériences clients exceptionnelles à des entreprises réparties dans plus de 100 pays. En s’appuyant sur la puissance du cloud et de l’IA, la technologie Genesys permet de connecter chaque étape du parcours client, pour le marketing, la vente et le service, quel que soit le canal.

MyVoice project has redefined Vodafone's Voicebot and made it more customer-oriented, intelligible and empathetic.

We have designed and implemented different personalities in the project to offer a better customer service.

Vodafone, one of Spain’s leading telecommunication firms, was able to improve the experience of its clients in the Professional and Small companies segment thanks to a consultancy project in which Sabio used its know-how and experience to capitalise on the Verint Speech Analytics solution.

Vodafone has been working with Sabio for over two years to increase user satisfaction across a range of stages and products.

Grâce à Sabio, Vodafone, leader des télécoms en Espagne, a su améliorer l’expérience de ses clients professionnels et petites entreprises. Fort de son savoirfaire et de son expérience, Sabio a su exploiter la puissance de la solution Verint Speech Analytics pour Vodafone qui lui fait confiance depuis plus de deux ans. Avec un défi de taille : augmenter la satisfaction de ses clients à différentes étapes de leurs parcours et sur une gamme de produits.

• Emovis, part of Abertis Mobility Service (AMS), is a leader in toll-based mobility solutions enabling millions of motorists to travel seamlessly across the world’s busiest cities and highways
• Barcelona-headquartered, with operations in United States, Canada, Spain, UK,  Croatia, Qatar and Puerto Rico
• Recently awarded the largest toll enforcement contract in the UK
• Sabio is supporting the migration of its 70-seat UK contact centre to the cloud
• Agreement also includes Sabio support as well as managed service and network service capability