If you had to decide where to invest your organization’s time and resources to improve your business results, what would you invest in?
For each one of us, it is very important to improve the capabilities of our employees, equipping them with the best tools to increase their productivity and quality in their work, motivating them and promoting the competitive differentiation of our company, in order to achieve successful fulfillment of our objectives. Despite this, we all know that on some occasions we must invest in physical workspaces or in the purchase of them, implementation and maintenance of equipment that guarantees the operation of our company. But what if there was a different way of doing things?
At Konecta Cloud we have reimagined our technology for managing the relationship between companies and their customers, thinking about how to put people at the center of everything. In this way, Anywhere, our integral solution in the cloud for the management of the Contact Center, which adds the 20 years of experience of Konecta in the sector, materializes a modular technological initiative that facilitates and offers a continuous improvement to the Customer Experience:
- Talent: We support Human Resources so that the processes of attraction, recruitment and talent management can be carried out remotely, in a fully customizable and self-managed way.
- Learning: Thanks to our tool we facilitate the training and evaluation of the learning acquired by employees, training them with specific knowledge of the different services, which improve their essential skills to make better the relationship with the customers and achieve the challenges of your organization.
- Omnichannel: An advanced platform that combines the latest tools for interaction with your customer through an all-in-one interface, easy to use and enter; with all the information of each contact and its history, as well as contextual aids to provide a better employee and customer experience. This module not only helps boost the productivity and capacity of your agents, but also contributes to the work of supervisors and coordinators, thanks to its unified vision of multi-channel queues, real-time analytics, operational dashboards of KPIs, forecasts, agent planning and performance evaluations.
- Teamwork: Strengthens the connections between the members of work teams from anywhere, fostering collaboration, increasing two-way communication and increasing the sense of belonging of all those who are involved.
- Insights: This module offers a powerful digital tool for visualization and analysis of data and metrics. Insights collects management data from different sources and tools, visualizing together the data with your key indicators, in order to increase business knowledge and improve the customer experience.
Anywhere has been completely developed from cloud technologies, giving to our proposal unique characteristics. The positive impact that companies that bet on Anywhere will have, as a solution for customer management, will be notable not only at the functional level, but also at the cost and return on investment level.
Some of the key benefits in which this multiple positive impact can be seen are the following:
- Availability. Anywhere is supported by redundant systems based on micro-services in the cloud that guarantee that possible incidents have a minimal effect on the operation. In this way, the availability of the technology is higher in Anywhere than, in a traditional solution, not only minimizing service interruptions when a failure arises, but also during other times such as service updates, migrations or similar. For example, in our Omnichannel module we guarantee 99.99% availability, with a commitment to re-tribute to our clients in case this value is not met.
- Scalability and elasticity. Another feature that cloud computing adds to Anywhere’s design is the ability to grow dynamically, quickly and efficiently, based on the demands of the volume of activity. For this reason, our proposal is presented in payment models fully adjustable to each type of company, both for its volume and as for its needs, which will allow them to invest exactly for what they use month by month.
- Adaptability and customization. It is a software designed to be accessible from internet, its design complies with standards that allow our proposal to communicate easily with other compatible technologies, creating technological ecosystems that integrate diverse and complementary components.
- Agility. Anywhere not only requires less effort and dedication to contract, implement, integrate, use or evolve, but it also considerably reduces the time to market in any phase of the different projects related to technology.
Anywhere’s design has been conceived to enable a series of unique benefits to companies: work from anywhere, access, train, manage and motivate talent; digi-talizing and improving the customer experience through all the available channels. Our technology helps the globalization of services, reducing costs and increasing competitiveness by being able to relocate services in any geographical area; automating moments of little value, implementing artificial intelligence with traditional management; integrating own and external teams, thus improving collaboration, control and end-to-end management.
Anywhere’s management model adapts quickly to the volume and need of each service, easily incorporates new service channels and becomes easy to work from anywhere. For a fraction of what companies invest in physical installations, Anywhere is positioned as a response to the challenges in managing the current customer, being accessible from anywhere, with an easier experience, a secure technology and a platform that is always available.
