The origin of the chain reaction that brought us to the current scenario took place long ago. The distinct transformation of society in the last decade has been characterized by a number of factors that are easily recognizable: a more technological and digital world, increasingly aware of the need to protect the environment, with growing expectations as citizens, but also as customers and employees, and where flexibility, immediacy, personalization, and access to knowledge have become key parameters to understand the different relationships between people and organizations. But the pieces of this global puzzle collapsed at supersonic speed after the events experienced in recent months. Thus, despite the uncertainty of the present times, the certainty of an irreversible change that will necessarily set out the strategy in the medium and long term in the various organizations is undeniable.
In the field of Customer Relationship Management, the necessary adaptability for success in this context will be characterized require a number of key capabilities: resilience, understood as the ability of companies to continue to ensure interaction with customers in unpredictable situations, flexibility, understood as the ability to adjust to situations and demands not only derived from the customers themselves, but also from employees with increasingly high talent profiles, whom we should be able attract. Security, both in communications and data protection and, of course, the ability to committing to the improvement of the client experience, in line with values in tune with the circumstances and demands of society.
How should Contact Centers be from now on? At Konecta, we’ve been committed to teleworking for a long time, and have been able to mobilized more than 45,000 agents to this model so far, and thanks to this experience, and our 20 years of experience in CRM innovation over 300 large companies, we’ve come up with the best formula: Konecta Cloud, a cloud-based Contact Center initiative, where we’ve re-imagined the current model, and evolved into a solution that embodies two business lines:
- Konecta Cloud Business Services: A value proposition that focuses on providing Konecta services, commitment and security from home.
- Konecta Cloud Digital Solutions: An innovative cloud-based proposal featuring technological solutions for Contact Centers, under a pay-per-use model.
Both proposals go beyond telework. They provide a comprehensive response to the customer management cycle, supported on an innovative “WA+” model (Work Anywhere Agent) that allows agents to do their work either from their homes, from Konecta offices or the clients’ offices, thus enabling an innovative adaptability of the workplace to the needs and circumstances of each situation. All this, naturally, with maximum security, adopting the highest standards in access, data and communications protection.
With Konecta Cloud, our customers will have access to the full power of Konecta, delivered under a new concept of Contact Center ready to meet today’s needs and designed for the future: easy to implement, resilient, flexible, ubiquitous, without geographical limitations, secure, aligned with the expectations of the best talent and enabling a new dimension of sustainability, respect for the environment, equal opportunities and labor integration.
With a tailored roadmap, Konecta Cloud allows each company to take their first steps towards the new normal quickly, safely and simply. Welcome to the Contact Center you were waiting for.
