Success story
Funciona
Industry:
Retail & services
Location:
Spain
Number of agents:
200
CALLS
With a high volume of incoming calls and a service that is provided in multiple cities, Functiona needed impeccable contact center management software.
REPORTING
The client was looking for a tool that would allow them to generate reports to have a complete view of the operations.
PRODUCTIVITY
Offering fast and quality service was a priority. Better resource planning was the key to improving the company’s productivity.
DATA
On a commercial level, Functiona needed to have more precise customer data, that its agents can see before communicating, and thus offer a higher quality service.
Funciona is a home repair and assistance service provider working with a network of partners across Spain. They deal with high volumes of inbound calls in its contact center and chose our software EVOLUTION to also be able to extract data and apply it how they manage their business.
CHALLENGE
With high volumes of inbound contacts and a service provided across multiple cities, such as Madrid, Barcelona, Sevilla, Bilbao and Valencia, Funciona needed a flawless contact center management software that would allow them to focus on providing excellent customer care whilst acting as a third party intermediary between customers and repair partners.
SOLUTION
The main improvement brought on by implementing the EVOLUTION software is without a doubt the intelligent Computer Technology Integration which has enabled better communication with clients as well as better reporting which in turn, enables the efficient integration of telephony data with business intelligence tools.
By having a complete view of contact volumes, Funciona was able to adjust resource planning and significantly improve productivity.
In terms of business performance, Funciona now has more accurate customer data which their agents can see prior to dealing with a customer, in order to provide a higer quality service.
IMPACT
Thanks to the intelligent CTI functionality offered by the software EVOLUTION, Funciona has improved productivity across all their care channels both customer-facing and internally. They expect to be able to continue implementing business improvements by making the most of the data they can extract from ICR Evolution.
With the implementation of the telemarketing software EVOLUTION, we have achieved significant progress in the efficiency and control over contact center agents.