As they’ve shared on social media, the evening will be full of surprises, which we can’t reveal in full just yet (stay tuned!), but we want our loyal readers to be the first to get a glimpse of some exclusive details.

The celebration will bring together around 150 guests, including members and event sponsors. Representing Enreach will be Alfred Nesweda, our CEO, Carlos Jiménez, our CCO and Luís A. González, our Head of CCaaS Sales.

The event will take place at WPP La Matriz, a campus that has established itself as Madrid’s creative hub. With an impressive 35,000 square metres of space, it’s the perfect setting to gather leading contact centre professionals.

Among the attendees, we are delighted to highlight the presence of two industry giants, Emergia and Intelcia, partners who will undoubtedly make this an event to remember.

Of course, the evening will be a first class culinary experience. There will be no shortage of tasting stands and, of course, the Mojito Corner, sponsored by Enreach… which promises to be the life of the party!

We’d like to thank the entire CEX Association team for this fantastic opportunity, with special mention to Iñigo Arribalzaga, the association’s president, Ana Buxó, its secretary general, and Montse Bonastre, its communications manager.

Stay tuned to our social media to make sure you don’t miss a moment of this magical evening!

La entrada Celebrating the 35th anniversary of the Asociación CEX 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.

OUR EVENT AGENDA

Stand C

Meet the team! Jorge García, Carme Poy, Luís González and Alejandro Durán will be happy to chat with you.

Snacks

At 13:45, join us for refreshments and snacks – our treat!

Panel Discussion

At 17:00, Jorge García will take part in the panel discussion “Building a Secure Future: Protecting our customers’ privacy”. Don’t miss it!

ALL-IN-ONE BUSINESS COMMUNICATIONS

As a unique and pioneering provider of UCaaS, CCaaS connectivity and Artificial Intelligence, we are excited to present our all-in-one business communications at this year’s ExpoContact under the theme Intelligence Squared. By integrating all our solutions, we aim to maximise the customer experience (CX).

Starting with the merger of UCaaS and CCaaS. After years of separation and numerous articles telling us to choose one service or the other, peace has finally been made. These solutions, once aimed at different markets, are now coming together to offer an all-in-one experience.

For those new to cloud communications, both UCaaS (Unified Communications as a Service) and CCaaS (Contact Centre as a Service) are digital solutions that were born thanks to Internet data transfer and reached their peak during the COVID-19 pandemic, when remote management became essential.

UCaaS refers to tools for internal communication and collaboration, including voice, video and text formats. CCaaS, on the other hand, are programmes that allow us to communicate with customers via the same channels.

Understanding their different approaches reveals the revolutionary potential of unifying both solutions to enable a ‘perpetual conversation’ between them. In fact, the latest Research and Markets report shows that 95% of enterprises worldwide agree that integrating UCaaS and CCaaS is critical to their business.

“95% of enterprises worldwide agree that integrating UCaaS and CCaaS is critical to their business”.

Research and Markets

It’s hard to find a brand that doesn’t offer some form of customer service. No matter how small, there is always someone dedicated to providing post-sales support. So it’s no exaggeration to say that businesses around the world can benefit from all-in-one solutions.

Imagine being able to manage internal and external communications simultaneously within a single programme, where each employee can access specific functionality based on their department and role, all from a unified panel for collaboration and internal communication.

The benefits of all-in-one solutions simplify internal processes, which invariably means better customer service.

CUSTOMER SERVICE BENEFITS

Integrating UCaaS and CCaaS helps organisations deliver a better customer experience. During a customer conversation, it’s possible to contact an expert on our team for assistance, reducing transfers between departments, resolving issues on the first call, and preventing customers from having to repeat their problem multiple times.

OPERATIONAL BENEFITS

From an operational perspective, the main benefit of this integration is to reduce the number of tools an organisation needs to install and maintain. By unifying UCaaS and CCaaS into a single integrated platform, redundancies are eliminated and the management of communications tools is simplified.

Another positive aspect is the reduction of the “toggle tax” – the time lost switching between applications. A Harvard Business Review study found that we switch applications 1,200 times a day. If it takes an average of five seconds each time, we could recover 1 hour and 40 minutes of productivity.

ADMINISTRATIVE & FINANCIAL BENEFITS

From an administrative and financial perspective, the unification of UCaaS and CCaaS offers obvious cost optimisation. By consolidating multiple communications services onto a single platform, organisations can reduce the costs associated with purchasing, implementing and maintaining separate solutions.

This translates into simplified billing and centralised technical support from a single provider, which simplifies the process of claiming and negotiating pricing.

OVERALL BENEFITS

Overall, this unification provides a 360-degree view of the entire organisation. Eliminating information silosand enabling fluid, collaborative communication across all departments fosters an internal culture of collaboration that helps resolve incidents and requests faster and more effectively.

In addition, access to a unified communications platform allows teams to work more cohesively to resolve internal and external issues, maximising efficiency and productivity across the organisation.

For companies that see the convergence of UCaaS and CCaaS as a significant opportunity for their business, visit us tomorrow at ExpoContact on stand C.

See you there!

La entrada Bringing our all-in-one solutions to ExpoContact se publicó primero en Enreach ES.