Innovation serving Customer Care
Proprietary infrastructure, artificial intelligence and automation for cutting-edge customer service.
Technology Infrastructure
Infrastructure based on Avaya PBXs interconnected via VoIP, with ACD, IVR, CTI, wallboard, CMS and dashboard for real-time monitoring and reporting.
Data warehouse in each European location, with proprietary cloud and redundant local servers in Proxmox environment, connected via fiber optic to ensure service continuity.
Synthesys Platform – CMS + CRM
Synthesys Platform is our Call Management System + CRM for data recording and management.
Integrable via JSON and web service/API with Client systems, thanks to a dedicated internal IT team.
Ticketing Platform
Voice&Web portal for the interface between Call Center and Technical Assistance Centers.
Customizable to the specific needs of each project for smooth escalation management.
BookStack – Answer Repository
Every request receives an accurate, pre-analyzed response archived in the Voice&Web BookStack knowledge base.
Also manages multilingual localization of responses and processes to ensure consistency across all markets.
AI for Agents (AI & ChatWoot)
Our AI-driven platform, designed and maintained in-house, empowers agents.
Standardizes responses according to Client guidelines and supports request classification.
Predictive Modeling & Resource Planning
A Machine Learning model analyzes flows from phone, email, social and chat.
Defines resource requirements and FTEs needed to guarantee agreed SLAs.
Marco – Our AI Voice Agent
Marco is our AI Voice Agent: natural dialogue with human tone, responses consistent with Client-validated knowledge base.
- 1Handling large volumes of interactions
- 2Smart routing to human operators for complex cases
- 3Responses consistent with Client guidelines
AI-Powered Cost Optimization
By routing pre-sales inbound calls to the AI Voice Agent, about 80% of pre-sales requests can be handled via AI, equal to ~15% of total inbound interactions.
Pre-sales requests handled via AI
Of total inbound interactions