Enreach, one of Europe’s fastest growing providers of converged contact solutions backed by independent investment firm Waterland Private Equity (“Waterland”), announced it has been named recipient of a 2023 Enabling Technology Leadership Award from the global market research firm Frost & Sullivan. The award recognises Enreach’s vision and leadership in delivering conversational Artificial Intelligence capabilities to businesses through its market-leading cloud communications platform.

In its evaluation, Frost & Sullivan remarked that Enreach is unique among European cloud communications providers in how it intelligently integrates conversational AI into its platforms. The company was commended for its “Converged Contact” strategy, which allows it to integrate best-of-breed technologies like AI into its offerings, letting customers leverage profound business benefits directly through its cloud communications platform. This concept enables Enreach to provide conversational AI functionalities to its customers, who then leverage this technology to substantially improve their own business processes and workflows. Frost & Sullivan specifically cited the customer success story “Taxibooker” for Taxicentrale Amsterdam (TCA), Amsterdam’s largest taxi company which leveraged these integrated AI features to digitise reservations and customer support directly from telephony to WhatsApp creating a more convenient customer experience competing with encroaching rideshare services.

At the forefront of innovation and growth

“While many competitors explore front-end conversational AI benefits, the Enreach application of conversational AI into back-office workflows and integration into its core UCaaS and CCaaS offerings is a powerful proposition that delivers unique productivity, quality, and employee satisfaction benefits to organisations,” noted Alexander Michael, Vice President for Frost & Sullivan. “In the context of its integrated UCaaS and CCaaS offerings, the Enreach conversational AI platform is better at dealing with complexity and scale and, ultimately, more likely to provide a satisfactory outcome for end users than competing platforms.”

Frost & Sullivan’s Enabling Technology Leadership Awards recognise companies at the forefront of innovation and growth in their respective industries, and have taken leadership positions in creating new products, solutions, and services that meet ever-evolving customer needs. Award criteria include commitment to innovation and strategy, commercialisation success, application diversity, customer performance value, onboarding support, customer experiences, and brand equity.

Empowering businesses to enhance productivity and customer experiences

“We are extremely honoured to receive this award from Frost & Sullivan, which validates our philosophy that Enreach’s overarching mission is to deliver compelling solutions that yield positive, impactful results for both customers and partners,” said Stijn Nijhuis, Enreach’s Chief Executive Officer. “Our mission is to go several steps beyond simply providing technology by leveraging our converged contact solutions to deliver best-of-breed services that empower businesses to improve operations, lower costs, and deliver better customer experiences. I also want to thank our many team members for their efforts and achievements. This award is a direct reflection of their efforts, and I am grateful for their commitment to satisfying the needs of our customers.”

“I am particularly proud that we have received this award as it recognises our continuous commitment to innovation, which we recently demonstrated once more by adding the powerful GPT-3 technology, the backbone of ChatGPT, to our platform. With our current explorations of large language models (LLM), we are confident to enable even more free-flowing dialogs for our AI solutions,” said Anne Bakker, Head of Enreach AI. “Latest improvements for taxi use cases like the one of TCA include the integration of another leading taxi dispatch system, more convenient ways to book payments on account and extended conversation features enabling a very high flexibility in bookings including special requests like ordering multiple cars, large luggage or animal transport capacity.”

La entrada Enreach Receives Enabling Technology Leadership Award From Frost & Sullivan se publicó primero en Enreach ES.

After evaluating all the available entries, we decided to submit our applications for “Best Automation and Robotisation Project” with EVA and “Best Cloud Computing Project”, showcasing our Omnichannel Contact Centre.

The good news filled us with joy! So we travelled to Madrid, our second home, to enjoy an evening surrounded by colleagues, friends and outstanding professionals in the industry.

After the presentation by Lourdes Álvarez, CEO of Peldaño, Alfred Nesweda, our CEO, and Carlos Jiménez, our CCO, took to the stage to receive the two awards, which undoubtedly recognise our hard work and dedication to the customer experience.

We recently launched a portfolio that covers all the solutions businesses need to communicate internally and externally. These awards confirm our leading position as a provider of all-in-one solutions that combine contact centre software, collaboration platform, fixed and mobile telephony, business numbering and artificial intelligence.

EVA: THE AI FOR CUSTOMER SERVICE

Our artificial intelligence speaks all languages and handles calls, chats, WhatsApps, SMS, emails and social media.

It excels at increasing service levels, reducing waiting times, improving the customer and agent experience, better allocating resources and increasing efficiency.

To date, EVA has successfully resolved more than 50% of requests for one of Europe’s leading airlines, or 150,000 requests out of a total of 300,000, without human intervention.

In addition to doubling agent productivity, the company has reduced costs by 50% and increased customer satisfaction by 60%.

And this is just one of many examples. Explore other automations designed for all customer service teams.

OMNICHANNEL CONTACT CENTRE

Our advanced customer service software allows agents to manage all communication channels from a single platform: calls, chat, WhatsApp, email, Click&Talk and SMS.

Supervisors, meanwhile, have full control over lines, queues and agents, and can monitor service levels from a wallboard and real-time statistics panel.

Its intuitive interface, integration with CRMs, ERPs and ticketing systems, automated call distribution and artificial intelligence capabilities take customer service to new heights.

In addition, the use of agile methodology allows us to deliver bi-monthly updates based on customer feedback, with our innovation and development team customising the tool to meet customer requirements.

THANKS AND ACKNOWLEDGEMENTS

First and foremost, we would like to congratulate our team of 1,000 people who work tirelessly and passionately, and thank our customers and partners for the trust they have placed in us, some for over twenty-five years.

We would also like to thank the members of the Platinum Customer Experience Awards Jury and the entire Peldaño team, especially María Muñoz, Contact Centre Hub Director, and Mario Martelo, Communications Consultant .

WANT TO BE OUR NEXT SUCCESS STORY?

La entrada We won two awards at the Platinum Customer Experience Awards se publicó primero en Enreach ES.

WHAT IS AGILE?

Agile is the ability to adapt to change; it’s a mindset, it’s about creation. Agile enables organisations to face the VUCA environments we live in. It emerged in the 2000s as a more flexible and collaborative approach to project management.

Its popularisation is attributed to the Agile Manifesto, a set of principles established by a group of software developers in 2001. Individuals such as Jeff Sutherland, Ken Schwaber, Kent Beck and others advocated a shift to more agile methods that value direct communication, adaptability and the continuous delivery of operational software releases.

HOW DOES ‘AGILITY’ HELP BUSINESSES?

In today’s market, where the ability to adapt quickly to market changes is critical to business resilience, the adoption of agility is the difference between success and failure. 

Leading organisations need to adopt innovative methodologies that enable them to continue to differentiate themselves from the competition and deliver modern solutions.

While the agile culture has been established abroad for some time, Spain still has a long way to go. According to the latest BACometer from the Business Agility Corporation, only 20% of Spanish companies default to using this methodology.

“Only 20% of Spanish companies use this methodology by default”.

Companies that decide to adopt this methodology must undergo a complete transformation:

• Culturally, by encouraging collaboration and autonomy.
• Organisationally, with flatter and more horizontal structures.
• Business-wise, aligning business and technology (OKRs).
• Developmentally, increasing the speed and frequency of product/service improvements.
• In terms of customer relations, customers are directly involved in development.
• Product management, creating minimum viable products (MVPs) for early feedback.
• Technologically, by implementing collaborative and agile work management tools.
• And in terms of measurement and metrics, choosing new KPIs to measure value delivery and customer satisfaction.

WHY ARE WE AN AGILE LEADER?

Alejandro Vega, our Scrum Master, and Alberto Arroyo, Agile Consultant at SmartWay, have been driving cultural and digital transformation in our Barcelona offices for many years.

In recognition of their work, last week Alberto had the opportunity to share our success story with CAS 2023 attendees and provide guidance for organisations looking to align technology and business within an agile framework.

His presentation focused on how companies can improve cross-functional communication and deliver the best product to users by unifying requirements and visualising workflows.

By focusing on teamwork, we have been able to incorporate our customers’ needs into our solutions. The result? We can now predict what our users need and deliver a higher quality service.

In line with our way of working in Holacracy, the ultimate horizontal organisational structure, SmartWay has helped us to align Agile methodologies with the organisation to further empower self-management and autonomy in teams.

We would like to take this opportunity to thank all the people at SmartWay, and Alberto in particular, for the support they have given us over the years and for the achievements we could not have made without them.

La entrada We are leaders in Agile methodology in Spain se publicó primero en Enreach ES.

How To Take Advantage of The Wave of Innovation In Artificial Intelligence?

1) Migrate to the Cloud

Non-cloud companies are using out-dated systems that are not as scalable, secure, or efficient as cloud-based systems, leaving them at a competitive disadvantage. Not moving to the cloud makes it extremely difficult to keep up with the latest trends and technologies and can ultimately lead to a loss of customers and revenue.

As companies that have embarked on this journey can tell you, the real achievement is experiencing a substantial boost in innovation. Accelerating the pace of innovation can only be achieved by replacing legacy technology infrastructure with an optimised and cohesive cloud-native platform, marking an essential first step in driving innovation to its full potential.

2) Restart your Digital Strategy

Digital customer experience (CX) initiatives over the past decade have fallen short of expectations. These have been isolated, disjointed and focused on individual touchpoints rather than the overall customer journey. As a result, customers have experienced a fragmented and frustrating experience.

To achieve a seamless journey, digital CX must be an inherent part of the overall CX strategy and a native part of a single platform. This means that every customer touchpoint (from the website to the mobile app to the call center) has to be integrated and seamless.

AI has made it possible to focus on the optimal conversations of top-performing agents to create smarter self-service that personalises communications, anticipates customer needs, and resolves issues quickly and efficiently.

3) Provide Good Customer Service with AI

It is necessary to create a simple and robust platform that natively brings together all applications, data and AI to create more complete customer journeys.

Only then can you deliver the seamless, optimised experiences your customers demand. Customer service is a highly specialised domain and your AI efforts must be CX-specific and delivered at scale from day one.

This approach benefits the entire company by expanding and applying the knowledge gained throughout the organisation.

4) Take a Disciplined Approach and Timing to Prepare for the Wave

A unified platform allows organisations to add channels as needed, support multiple different channels, and leverage them when adding a new channel in the future.

5) Grow CX at Scale

A good foundation allows organisations to achieve balance. Finding that center of gravity to ride the AI wave requires an overall CX strategy that enables growth at scale, and only a unified platform can serve as a foundational foundation that provides stability, robustness, and a good starting point for Artificial Intelligence CX efforts.

Focusing on your main objectives by asking what is most important to consumers is essential. This way, you can guide your decision-making and ensure you are always moving in the right direction.

That’s what consumers’ want and demand. Of those surveyed, 61% of consumers wanted problems resolved the first time and 31% want to choose which service channels they use, according to ContactBabel’s Exceeding US Customer Expectations Report. This report also found that offering multiple channels means that customers will move between them as they see fit, depending not only on the quality of the channel’s service, but also on what they want to do, their personality and experience, as well as other factors.

To Know if Innovation in Artificial Intelligence Is Being Taken Advantage Of, the Following Questions Must Be Asked:

• Can agents interact with customers on the channel of their choice?
• Are you protecting your customer base and gaining new customers by meeting them wherever they are?
• Do agents have the tools to deliver cross-channel interactions to help satisfy customers and keep them loyal?
• Are you using a solution for each channel?
• Can you effectively manage the rapid increase in customer contacts, both synchronous and asynchronous, due to the influx of digital channels and scale up and down as needed by combining self-service/AI, inbound and outbound voice, and digital channels?
• Do agents use an intuitive interface to manage all interaction channels?
• Do managers have a single interface to manage all channels supported in the contact center?
• Are platform administrators working to unify routing, reporting, and workforce management across channels?

Conclusion

By thinking big picture, an organisation can see the entire AI landscape, including all the interconnected parts. Global thinking is about understanding how different tools are connected and how they interrelate with each other in the long term.

La entrada How To Take Advantage of The Wave of Innovation In Artificial Intelligence? se publicó primero en Enreach ES.