Success story

BBVA

Industry:

Banking & Finance

Location:

Spain

Number of agents:

900

INTEGRATIONS

The group was looking for cost-effective software that was highly flexible and would act as a central link between the existing telecommunications infrastructure and internal business applications.

AUTONOMY

BBVA has service providers that needed a high degree of flexibility and control over the use and planning of resources.

SERVICES

The client needed a platform that allows them to manage different services such as phone banking, debt collection, incidents and more.

CHANNELS

BBVA needed an omnichannel platform for more efficient operations in incident management.

BBVA is a financial services group present in Spain and Latin America with over 35 million customers across the world. Their business model relies on customer-centricity, growth focus and people support.

Our software EVOLUTION played a key role in their day to day Contact Center activities.

CHALLENGE

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

atenciĆ³n al cliente en el sector banca

SOLUTION

Our software EVOLUTION was presented as the perfect solution to meet the client’s needs. As an omnichannel cloud platform, it offers the possibility of serving different types of campaigns and working with a high number of agents successfully. Furthermore, as an open and flexible platform, it can be integrated with existing systems and offer an improved experience to the customer and end user.

IMPACT

BBVA uses our software 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 telemarketing 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: Our 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.

The integration of CRM applications with telemarketing 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.