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.
Case Studies
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.
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.
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.
Web design by Mediatics