Evoluciona tu Contact Center multicanal a omnicanal

Santiago Mazzoni on 20 de July de 2023

Hoy en día, brindar una experiencia excepcional al cliente es esencial para el éxito de cualquier negocio. Los consumidores esperan poder comunicarse con las empresas a través de múltiples canales y esperan una experiencia fluida y coherente en cada interacción. Es aquí donde la evolución de un contact center omnicanal se vuelve crucial.

Desde Numintec, vamos a analizar las diferencias entre la atención al cliente omnicanal y multicanal, destacando las ventajas de adoptar la omnicanalidad y resaltando cómo nuestra solución CCaaS puede facilitar esta transición.

Multicanal vs. Omnicanal: ¿Cuál es la diferencia?

En un contact center multicanal, las empresas ofrecen diferentes canales de comunicación, como teléfono, correo electrónico, chat en vivo y redes sociales, pero cada canal funciona de manera independiente.

Los agentes se encargan de gestionar cada canal por separado, lo que puede llevar a una falta de coherencia en la experiencia del cliente y a la dificultad de mantener un contexto unificado.

En cambio, un contact center omnicanal integra todos los canales de comunicación en una sola plataforma, permitiendo una experiencia fluida y continua para el cliente. En un enfoque omnicanal, la información del cliente se comparte en tiempo real entre los diferentes canales, lo que permite una transición sin problemas entre ellos.

Además, los agentes tienen acceso a un historial completo de interacciones del cliente, lo que les permite brindar un servicio personalizado y adaptado a las necesidades específicas de cada individuo.

Las ventajas de la omnicanalidad

La evolución de multicanal a un contact center omnicanal ofrece numerosas ventajas para las empresas y los clientes. Algunas de las principales son:

1. Experiencia del cliente mejorada

La omnicanalidad permite una experiencia del cliente más fluida y coherente. Los clientes pueden comenzar una conversación en un canal y continuarla en otro sin tener que repetir información. Esto genera un mayor nivel de satisfacción y fidelidad del cliente, ya que se sienten comprendidos y valorados.

2. Mayor eficiencia operativa

La integración de todos los canales en una sola plataforma, como permite nuestra solución CCaaS, simplifica la gestión y supervisión del contact center.

Los agentes pueden atender las interacciones de manera más eficiente al tener acceso a la información relevante y a herramientas de colaboración en tiempo real. Esto mejora la productividad y reduce los tiempos de respuesta.

3. Mejor toma de decisiones basada en datos

Un contact center omnicanal proporciona una visión más completa y detallada de las interacciones del cliente a lo largo de múltiples canales. Esto permite recopilar datos valiosos sobre el comportamiento y las preferencias de los clientes, ayudando, de ese modo, a tomar decisiones informadas y a implementar estrategias de mejora continua.

4. Personalización y segmentación efectiva

Al tener acceso a un historial completo de interacciones del cliente, los agentes pueden ofrecer un servicio más personalizado y adaptado a las necesidades individuales. Gracias a ello, se consigue una segmentación más efectiva, lo que se traduce a una relevancia de las comunicaciones más eficaz y promueve una mayor participación del cliente.

CCaaS: La solución para una transición exitosa

Ahora que ya conoces las ventajas de un contact center omnicanal, es importante que descubras por qué la adopción de nuestra solución CCaaS ayuda a facilitar en gran medida la transición de un contact center multicanal a omnicanal.

CCaaS es una plataforma basada en la nube que integra todos los canales de comunicación en una sola interfaz, permitiendo una gestión unificada y una experiencia fluida para los agentes y los clientes.

Con el CCaaS de Numintec, tu empresa se beneficiará de las siguientes características:

Integración de canales

CCaaS permite la integración de múltiples canales de comunicación, como voz, WhatsApp, correo electrónico, chat en vivo, SMS y otras redes sociales. Esto asegura que los clientes puedan comunicarse a través de su canal preferido y disfrutar de una experiencia sin fisuras.

Contexto unificado

Con CCaaS obtienes un contexto unificado al recopilar y almacenar toda la información relevante del cliente en un solo lugar. Gracias a esta función, los agentes tienen la posibilidad de acceder al historial de interacciones, información de contacto y preferencias del cliente, brindando así un servicio personalizado y adaptado.

Enrutamiento inteligente

Nuestra solución utiliza algoritmos de enrutamiento inteligente para dirigir las interacciones de los clientes al agente más adecuado. Estos algoritmos consideran factores como la habilidad, disponibilidad y carga de trabajo de los agentes, asegurando una distribución equitativa y eficiente de las interacciones.

Analítica avanzada

Gracias a esta herramienta, se proporcionan capacidades de analítica avanzada que permiten a las empresas obtener información valiosa sobre el rendimiento del contact center.

Con estos informes y métricas detalladas, se pueden identificar áreas de mejora, medir la satisfacción del cliente y tomar decisiones basadas en datos.

Flexibilidad y escalabilidad

La solución CCaaS es altamente flexible y escalable, lo que significa que se puede adaptar a las necesidades cambiantes del negocio. Hoy en día, a causa de las nuevas tecnologías, los contact centers están en constante evolución. Por ello, es esencial contar con herramientas que sepan adaptarse a las nuevas incorporaciones.

Con CCaaS es posible añadir o eliminar agentes, ajustar la capacidad según la demanda y agregar nuevos canales de comunicación de manera muy sencilla.

Como puedes observar, el paso hacia un contact center onmincanal es fundamental para proporcionar una experiencia satisfactoria a los clientes en la actualidad.

Por esa razón, desde Numintec, ponemos a tu disposición nuestra herramienta CCaaS, la cual ofrece una solución integral para llevar a cabo esta transición, permitiendo la integración de canales, un contexto unificado, enrutamiento inteligente, analítica avanzada y flexibilidad para adaptarse a las necesidades del negocio.

Adoptar la omnicanalidad en tu contact center no solo mejorará la eficiencia operativa, sino que también impulsará la satisfacción y fidelidad de los clientes, significando esto una gran ventaja competitiva en el mercado actual.

NUMINTEC pone a disposición líneas geográficas y líneas 900

Numintec on 10 de February de 2021

Según el Real Decreto-Ley 37/2020 publicado en el BOE núm.334 de 23 de diciembre, las empresas deben poner a disposición del consumidor una línea telefónica que no suponga un coste superior al de una llamada a una línea telefónica fija geográfica o móvil estándar.

Desde Numintec ponemos a vuestra disposición líneas geográficas y líneas 900 virtuales en un plazo máximo de 24h. Son muchas las empresas a las que hemos estado asesorando en busca de la opción que más se adaptara a sus necesidades. Debido a la alta demanda de líneas 900 que llevamos experimentando desde hace semanas entre nuestros clientes, nos gustaría a través de este blog, explicar algunas de las ventajas de adoptar este tipo de numeración.

Uno de los principales motivos de adopción de este tipo de numeración es el disponer de un único número de atención al cliente, ya que mejora notablemente la imagen de marca a nivel nacional y más aún cuando la propia empresa asume el coste total de la llamada. De esta manera, el cliente que llama para hacer una petición, contratar un nuevo servicio o resolver una incidencia disfruta de una llamada totalmente gratuita. Además, estas líneas que ofrecemos en Numintec cuentan con múltiples funcionalidades avanzadas que a través de nuestro portal web, nuestros clientes pueden tener una mejor distribución de llamadas según las necesidades a través de menús y horarios, locuciones en cualquier idioma, grabación de todas las conversaciones entre agentes/clientes o la gestión mediante sistemas inteligentes de las llamadas, entre otras.

Otro de los puntos que nos gustaría destacar y que creemos que es de suma importancia es la opción de monitorizar y recibir estadísticas sobre llamadas entrantes, ya que nos permite analizar el volumen de llamadas recibidas y, por tanto, acelerar la toma de decisiones de negocio con el objetivo de ofrecer la mejor experiencia a vuestros clientes. El unificar la numeración a través de Numintec, se traduce en un ahorro de costes muy notable y en una mayor eficacia y comodidad en el soporte técnico y en la atención al cliente. Al ser operadores globales, contamos con numeración internacional en más de 80 países, sin ningún tipo de permanencia ni penalización.

Podéis contactar con nuestro departamento de consultoría a través del chat de nuestra web o llamando al 900828878, estaremos encantados de asesoraros de forma gratuita y buscar la solución que mejor se adapte a vuestras necesidades.

Numintec Portugal team inaugurates new office!

ideamatic on 31 de July de 2018

In recent years Numintec has grown a lot, and our Portuguese office has become smaller and smaller, so we decided to move forward and locate ourselves in a new, larger and more modern space, which allows us all to coordinate better and continue to provide solutions to even more customers.

Now that we’re settled in the new office we thought, what better way to share this good news than with our community! A new phase begins here, which we face with great enthusiasm, excitement and with the nerves that precede any great change.  We hope to share many more updates like this over time.

 

 

“Failure is highly stigmatised, and this leads to a loss of talent” – An interview with José María Torres for El Punt Avui

ideamatic on 30 de July de 2018

In this interview for El Punt Avui, Torres explains how he devotes part of his time to promoting a second chance for entrepreneurs drowned in debt.

 

Interview:

You were world champion in karate but then you became an entrepreneur. Is it hard to get back on your feet?
When you’re into elite sport you live in a bubble; within your world you’re well known, but when this world ends you have to start from scratch. Many athletes have a hard time because they don’t know how to adapt to the new life. I had the one taught me about martial arts, the culture of effort and perseverance. I went back to school, signed up for a business management course. I started a new life in technology.

Telecommunications have nothing to do with karate.
No, but in the end in a company the important thing is to have a good team, to know your limitations, to know how to delegate and take advantage of your talent.

When you decided to reinvent yourself, you threw all the trophies away. Did you have to be so radical?
It was a way to start over, like when I started karate at the age of 12. I started as a white belt at another stage of my life, breaking with the past.

In the business world, have you won so many awards?
Our communication platform has been recognized as the best in Europe for technological advances. This past year we were given an award that was very important to me, for social values. Companies are here to generate wealth, not to make us rich. The benefits we generate must be returned to society. It makes me very happy to be able to dedicate them to social issues.

Many entrepreneurs don’t do so well on the first attempt.
When I began to collaborate with the Pimec Foundation I knew desperate cases of people who had lost everything. To help them, we pushed for the first second-chance state law, which came out in 2015, when the first law in the United States was in 1898. We are now working on the draft European directive, not just for entrepreneurs but for the whole world. Some people lose their homes and have debts for life. These people are condemned to the black economy, to social exclusion or to living on social benefits that we all end up paying for together. The way they get out of this fish that bites its tail is to be forgiven for their debts and to be able to enter the production process again. Failure here is highly stigmatised, and this causes talent to be lost, when, in fact, all the large American multinationals we know, especially the technological ones, have emerged after previous failures. With Spanish legislation all these companies would not exist, many people would have been sunk forever and ever.

Why do businesses fail?
If we talk about the years of crisis, a third of the small companies that closed down were because of the nonpayments of the larger companies. The law says that companies have to pay within 60 days and they still pay after 500 days. There are other companies that close because the project is not good, but this does not have to be an excuse because the entrepreneur cannot develop another project. You have to work from the schools; making mistakes is normal, because if you don’t, there is no learning. When an idea fails, the project fails, but not the person, and the talent must continue to be used.

Is entrepreneurship still poorly encouraged?
We’ve been getting better and better. In Catalonia there are many organisations that do a lot in this field. More must be done with the second chance for those who fail; let them be forgiven for their debts as soon as possible.

You produced a short film,’The Runner’, to raise awareness about the need for a second chance.
It was the most awarded short film in the history of Spanish cinema. It has been seen around the world and in many business forums. This makes everyone aware of the need for indebted people to have their debt forgiven without perverting the payment culture. We’re always talking about honest people who open their doors in good faith.

Will you come back with another cultural project?
We are working on a global project on child protection that we will present at the UN. The second chance starts with the children. Creativity must be encouraged and they must be taught to lose their fear of failure. It is a song that we have written in the six official languages of the UN because it is sung by famous artists from all over the world. There is also a short film about immigrant children and a book that will bring a game, so that it can be used in schools to teach children to appreciate the culture of effort from an early age. We want UN states to devote more resources to child protection. That is why we will try to get the majority of NGOs around the world to support the project..

Link to the original article

COACB relies on Numintec’s solution to upgrade their telephony system

ideamatic on 3 de July de 2018

At Numintec, we continue to focus on the implementation of our cloud telephony solution in the Official Schools of Barcelona. In this case, the COACB (Colegio de Agentes Comerciales de Barcelona) has relied on Numintec’s solution to upgrade their telephony systems with very different technological functionalities. One of the main objectives of the COACB is to improve the loyalty of its members through the intelligence in the calls received and the approach with the member. They have also decided to rely on Numintec to continue to help them improve their infrastructure and Internet connections.

The Colegio Oficial de Agentes Comerciales de Barcelona (COACB) is a registered association with its own personality jurídica, established on 1926 and protected by the Professional Associations Act. With its extensive experience, it has consolidated its position as a reference point for commercial agents of Catalonia.

Office24 contracts Numintec’s cloud-based telephony solution

ideamatic on 3 de July de 2018

Office24 is relying on Numintec’s cloud-based telephony solution to improve their call center and be more efficient when it comes to receiving and managing orders. With the integration with their current CRM of the company SAI (“Interactive Access Systems”) allows them to receive calls and manage them automatically from the same CRM. In addition, they have also opted for the mobility of their workers with the CloudSoftphone solution, which allows them to take their extension to their mobile phone through an App and be available to all their customers from anywhere.

Office24 is a leading company in Europe in the supply of office equipment, school materials and furniture for companies. Mainly, they offer Pay As You Go programs, printing services, graphic design and recycling of consumables, paper, batteries and electronics. For this reason, they have a wide range of products and more than 20,000 references that cover almost any need in different types of companies and sectors.

 

New product: NuminBot, Numintec’s chatbot

ideamatic on 3 de July de 2018

NuminBot’s mission is to have a conversation with a person in order to be able to answer the most frequently asked questions, in other words, a software that imitates conversation with people using artificial intelligence, something that, when used effectively in companies, can speed up processes and prevent users from leaving the website while encourages them to buy or contract a service.

NuminBot is the perfect alternative for users who don’t like to make calls or surf the web for minutes, and the best part is that it’s very easy to implement, at first you just have to teach him to answer the most common questions and little by little he will naturally learn to answer more questions.

Would you like to talk to NuminBot?

Click on the link below and then on ‘Send Message’.

https://www.facebook.com/NuminBot-2094547510776340/

How can you leverage cloud technology in your business? From ‘what’ to ‘how’.

ideamatic on 3 de July de 2018

By Isidoro Sánchez, technical director of Numintec.

In 1997 Steve Jobs made the following reflection after his return to Apple: “I don’t need a hard drive on my computer if I can get to the server fast. At that time when we were talking about computers, we got lost with data about gigabytes, megahertz, disks and devices. The cloud allows us to forget all this and talk directly about needs and services, isolating them from the technology that supports them.

It is clear to all of us that our company must be “uploaded” to the cloud or at least take advantage of this technology that is so widely talked about.

“Uploading” the company to the cloud is not just a change in technology, but a change in the way we work and interact internally and with our customers. The advantages of uploading to the cloud are many but the difference is in how we make our company benefit from it.

The first thing we try to do when we want to “upload” our company to the cloud is to replicate exactly what we have. In other words, we move servers and equipment from our infrastructure to the network of a third party, virtualizing our desktops and disks on the Web. In short, the day after being “uploaded” to the cloud everything remains the same.

Before deciding which tools to use, we should consider how we can maximize the benefits of the cloud:

1 – Teamwork and collaboration culture
Let’s make the most of the tools that the network offers us, making the people in the organization really work as a team. An example of this is not sending a document for review but rather sharing, commenting and working on the same document, obtaining a single definitive version quickly.

2 – Disconnect people from their “location”
We can count on any member of our team immediately and wherever you are. Cloud technologies allow us to easily meet on the web, share work and use the same tools.

3 – Untying our services from operating systems and devices
Our company and our employees must always be able to work, wherever they are and whatever device they have. For this reason, it will be very helpful to base work applications on WEB interfaces that allow us to work from a tablet or from an Internet café.

4 – Information available in real time
The information collected by each member of an organization must always be available to the company from anywhere. This information must be secure and it must be possible to immediately remove access from those who no longer need it. The key is that even if there is nothing on the device of any member of the organization you can access everything you need. In short, if someone takes a PC from the company they won’t find anything inside.

Finally, we will know if we are considering a successful migration to the cloud with a very simple test: if we change the computer of any member of our company, it should be able to work immediately without installing anything and without missing anything.

Link to the original article in Spanish.

NUMINTEC adapts to the new General Data Protection Regulation

ideamatic on 5 de June de 2018

Since the entry into force of the General Data Protection Regulation (RGPD) of the European Union on May 25, 2018, NUMINTEC has been working to review and adapt both our policies and internal procedures to meet the new requirements.

In particular, we have focused on ensuring full transparency about how we treat the information we collect and process.

We would like to remind you that NUMINTEC takes care of and values privacy and the protection of personal data, always trying to treat personal data in a fair, transparent and secure way. We have taken the opportunity to update our privacy policy because we want our data to always be well protected. These policies clarify and provide additional information about privacy rights and how to exercise them; how we collect, use, share and protect personal data and the legal bases on which we depend to process personal data.

“The importance of having solid work teams”, by Montse Pérez, HR NUMINTEC

ideamatic on 5 de June de 2018

On March 26, Montse Pérez, head of Human Resources at Numintec, wrote for ‘Observatorio de RRHH ORH’ magazine on “The importance of having solid work teams”. In this article she highlights a problematic issue of managing people in work teams; people who focus their energies on limiting the capacities, creativity and initiative of other team members, and how to manage them.

We leave you the link to the post:  https://www.observatoriorh.com/orh-posts/la-importancia-equipos-trabajo-solidos.html