our clients
Leading BPOs and Contact Centers
More than 20 years elevating the customer experience with the main Contact Centers and BPOs.
Contact Centers & BPOS
Call Centers and BPOs are working on providing services for telcos, insurance companies, banks and other major industries.
Customer Care & Customer Service
The goal of customer service is to increase customer satisfaction, and it usually comes by answering questions. In many instances, customer care moves one step beyond basic customer service by building an emotional connection.
Video, screen sharing, etc help to understand customer concerns, provide proximity, reduce time length of the call, improve First Call Resolution rates, and establish an emotional connection with customers.
Sales Processes
This speed up the sales process and provide more flexibility, with omnichannel tools as click-to-call buttons for websites and applications
Get more inbound calls by simply sharing a link or QR code wherever your prospect is.
Technical Support
Remote evaluation via video, support to field technicians, recording for future assessments, etc.
Teleworking and outsourcing
Our solutions feature on any possible scenarios of remote working: virtual desktops, mobile, BYOD and BYOC.
Quobis advantage
People is evolving the way communicates each with others, contact centers must adapt themselves to this new behavior.
Cost effectiveness & operational efficiency
Evolving without interrupting operations that work and taking advantage of the existing assets such as routing policies, business intelligence tools, voice recording systems, is the smartest way to adopt new capabilities without friction.
Digital communications can provide cost-effective alternatives to tool-free numbers, improve the efficiency of communications by adding video, chat or collaboration tools.
Flexibility to scaling up and down
Homeworking, offshore outsourcing, by hours collaborations, collaboration with freelancers… are challenging scenarios that need specific technical solutions to keep workers engaged or even bringing access to a bigger pool of talent anywhere.
The shift from CAPEX to OPEX model is being boosted for increasing offers of SaaS solutions for contact centers. This brings CC a new context to dynamically adapt itself to their resources to the real workload in each moment.
Improved Customer Experience
The technology opens up a whole new way to personalize communication with customers and boosting engagement by bringing contact centers the possibility of integrating voice, video and collaboration to interact with customers.
Omnichannel customer care is a must, a conversation with a client can be triggered everywhere: Social Media, Whatsapp or other Messaging Tools, Email, Phone, Advertising… Call Centers must be ready to follow the careless source.
Privacy, security and compliance
Minimize personal data processing and sharing, and provide the most personalised experience possible.
There are a bunch of regulation that affect contact center activities: GDPR, PCI DSS, need of consent to record conversations, compliance with specific industry best practices, DTMF tones hiding… Telecommunications infrastructure must be ready to easing compliance.
Success case
Goal
Evolve their Contact Center software to meet the needs of teleworkers and add new channels such as video calls.
Solution
- Using SDKs, Telegra did not have to start from scratch to create winning features & differentiate from competitors.
- Agents are able to connect from anywhere to the contact center.
- Agents are able to do voice/video calls and data transfers using WebRTC.
- No need for physical phones any more.
Telegra (IN-telegence) is a cloud contact center software provider, established in Germany.