New Technologies are changing all industries, especially the contact center. Artificial Intelligence is playing an increasingly important role. At Management Solutions we can make the transformation to an Intelligent Contact Center happen, offering comprehensive solutions that help companies take advantage of technological innovation to improve their customer service, optimize their processes and increase efficiency.


Intelligent Contact Center

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Our value proposition for evolving to an Intelligent Contact Center focuses on 6 main areas:

  1. Strategy: promotion of a Customer Centric organizational culture.
  2. Operations with third-parties: development of systems that allow an appropriate coexistence with providers.
  3. Talent management: promotion of human resources management that is aligned with corporate processes.
  4. Data and Information Model: gathering information from all interactions across all channels to create a 360-degree view of the customer.
  5. Processes: survey, diagnosis and creation of process reengineering solutions..
  6. Technology and Artificial Intelligence: integration of various technologies and development of AI algorithms capable of understanding, learning and answering customer questions in real time.

In this transformation journey, we identify four stages of evolution: in its initial or baseline phase, the Contact Center will be characterized by having unspecialized agents, manual processes and low investment in technological infrastructure; therefore, initiatives can be undertaken to diagnose and improve processes and identify opportunities.

At the other extreme, an Intelligent Contact Center focuses its strategy on integrating artificial intelligence and new technologies into its various parts, with initiatives such as the implementation of an intelligent assistant that generates dialogues for the agents based on their conversation with the customer, while guiding them through the processes required to resolve the issue.

In this last stage, the Customer Journey consists of 4 moments:

  1. Customer prediction, using historical and real-time information.
  2. Preventive service, offering solutions before the call is made.
  3. Customer support, with various initiatives to streamline service and improve the experience, such as voice recognition or automatic routing to the best channel.
  4. And continuous improvement, using Natural Language Processing to learn from recorded conversations.