The ultimate goal of a Contact Center, of a strategy aimed to improve the Customer Experience or even the incorporation of any technological tool, must always be aimed at making it easier for companies to achieve their business objectives: to sell. more, serve better, charge earlier and retain customers.
Anywhere, our cloud tool for total Contact Center management, has been designed with a focus on results. We have combined more than 20 years of experience and leadership of Konecta in the sector, management of the relationship with the customers for more than 350 large companies in multiple sectors and geographies, with those technological innovations in the cloud that respond to the latest needs of the business. In this way, our proposal has been oriented towards three fundamental axes.
Reduce costs thanks to ubiquity, resilience and elasticity
One of our main focuses when designing Anywhere has been to enable hybrid work models “Work Anywhere Agent”, seamlessly combining teleworking and traditional work. Thanks to this new vision, companies will be able to obtain a direct cost reduction by reducing their investment in real estate goods and services. But, in addition, by basing Anywhere on cloud technologies, we get companies to access a series of advantages impossible to obtain with any other type of architecture:
- Anywhere allows a reduction in investment in technological infrastructures and in related areas such as maintenance, integration, implementation or updating of the platform and its components.
- Thanks to Anywhere, we allow companies to evolve towards a resilient model in which no circumstance that prevents access to the work centers stops the relationship with the customer, thus guaranteeing the continuity of operations.
- Furthermore, Anywhere makes it possible to make costs more flexible thanks to contracting models adaptable to the volume of business, being able to even size the licenses to the valley of users connected to the platform.
Thus, ubiquity, resilience and elasticity become three key attributes to extract the maximum benefit from the capital invested in Anywhere, also in a very short time.
Conquer the digital customer (and talent)
Any strategy that seeks to conquer the customer, whether to attract, convert or retain them, is oriented to their expectations and preferences, including contact and interaction with companies. This translates into being able to provide effective and quality communication through any channel of your choice, whether digital or traditional, where empathy and a decisive attitude are key values in the agents. For this reason, Anywhere has been designed to enhance, not only the customer’s experience, but also the employee`s experience, so he or she offers the best service:
- Anywhere includes a Contact Center platform designed to evolve the relationship between customers and companies towards advanced models of digital and traditional attention.
- In addition, new talent is also digital. Thanks to the different components of Anywhere, we ensure the digital attraction of the best talent, as well as their selection, hiring, training, management and motivation.
- Anywhere includes a complete and simple user interface, making the agent’s work faster and more efficient, thus reducing AHT. Our platform is also very simple to manage and administer, allowing coordination and supervision teams to focus their work on improving the productivity and quality of their teams, instead of occupying their time on administrative or technical tasks.
- Likewise, by enabling the inclusion of teleworking, we obtain a great tool to improve the employee experience, reducing ratios such as turnover or absenteeism while increasing motivation, without impacting productivity.
The different components of Anywhere are, in this way, oriented not only to improve the customer experience, but also to attract and motivate the best talent, and provide them with the best and most innovative tools so they can achieve their objectives in a better way.
Maximize efficiency through automation and customization
The technological advances based on artificial intelligence are allowing, more and more, to have tasks that can be automated. Anywhere includes chatbot solutions, natural language recognition and process automation that allow a lesser degree of human intervention, which implies a series of important advantages for the business:
- Anywhere allows the customer service to be always available, in self-service mode, which solves the simplest and most repetitive tasks. This will allow companies to dedicate their human resources only where they are most needed: in the most complex situations that require the human touch.
- The artificial intelligence that integrates Anywhere is also aimed at helping the agent to access to the necessary information faster, in real time, receive suggestions on the best response, interact more quickly with various applications, and so on. This will help companies reduce key management indicators such as AHT, while improving others such as FCR.
- The tools included in Anywhere allow the Customer Journeys to be adapted to each customer segment, orienting the processes to the needs of each customer, thus maximizing their satisfaction and loyalty.
In this way, Anywhere becomes a solution that, responding to the challenges of the different areas involved in the relationship with the customer, is decisively oriented towards the business objectives of the companies, while controlling and making flexible costs and investment in technology and infrastructure.
Find out more about Anywhere here, Konecta’s comprehensive technological solution to manage your customers from anywhere.