Case Studies

Success Story BBVA

BBVA is a household name in Spain and LATAM and more generally a financial services giant with over 35 million customers across the world. Their business model relies on customer-centricity, growth focus and people support.

Challenge

The group was looking for a cost effective software for their call centers that woudl be very flexible and act as a central link between the existing telecommunications infrastructure and the internal business applications.

Solutions

BBVA uses ICR Evolution across various business areas:

Telephone Banking

Agents have all the information they need thanks to the perfect integration between the IVR system and the internal tools, resulting in better service and increased productivity

Debt collection

The categorization and prioritization of customer contacts based on customizable business rules as well as the predictive dialer have enabled BBVA to optimize resources and make the process more agile

Incident Management

The omnichannel incident platform now has CTI capabilities for a more efficient management

Online multichannel CRM

The integration of CRM applications with telemarketign services is performed by EVOLUTION software. As such, contact with clients is made at the best possible time and the information is fed back into the CRM at the same time for better customer interactions

Telemarketing

The ICR software is also used by multiple providers of services to BBVA located in various cities and using Avaya and VoIP technology. This has given them all a high degree of flexibility and control over resource utilization and planning.