Value Interactions: Campaign Management Solution
60.000
Interactions month
>97%
Predictive dialer effectiveness
3
Days for the set-up of 50 stations
60.000
Interactions month
>97%
Predictive dialer effectiveness
Challenge
A leading Insurance company needed to implement a contact management solution in a short time frame to replace the current one, while ensuring the provision of advanced features and new channels for the execution of massive campaigns and omnichannel customer management.
Our solution
We configured our full cloud contact management solution in just 3 days by enabling 50 operator stations and made all the required customizations at the campaign management and omnichannel level in the next 3 weeks.
OMNICHANNEL
For customer management in omnichannel logic, we have enabled Mail, SMS, Chat and various Social channels in addition to the Voice channel. The Customer Specialist, through asingle dashboard, has the ability to monitor the traffic on each channel and move the interaction with the customer from one channel to another according to the customer's preferences.
PREDICTIVE DIALER
For outbound campaign management, we tuned Predictive Dialer parameters to minimize mute calls while ensuring the highest levels of operational efficiency.
IVR AND CHATBOT
Forcustomer reception, we configured the solutions embedded in our platform, of IVR and Chatbot, also providing some self-service features.
