Case Studies

Success Story Helados KTC

Helados KTC is a frozen food manufacturer, part of the Carrascal group in Spain. Their contact center makes over 24k outbound calls a month for 3,000-customer base.

Challenge

Helados KTC migrated to ICR Evolution after a review of their complex and costly infrastructure. They were looing for a higher level of autonomy and a quick deployment.

Solutions

Thanks to the rapid and progressive implementation of the system, Helados KTC was operational with EVOLUTION within a week, when it had previously taken them a year with other solutions,

Helados KTC also decided to use Kettle along with ICR Evolution, an open source software for database management. It enables them to easily upload calls daily via import tables, saving them time and avoiding human error.

Impact

Since they started using EVOLUTION, Helados KTC has observed a dramatic improvement in waiting times, going from 2 minutes to 25 seconds.

They are especially happy about the huge cost reduction in maintenance and managed services. The EVOLUTION software and its special licencing model allows the business to grow at its own pace with low deployment costs and total transparency. They have found the documentation very helpful to self-serve and have enjoyed being able to trial the solution and see its incredible performance.

Our experience with EVOLUTION has been a pleasant surprise. We came from larger contact center solutions with much higher prices and not only has ICR Evolution replaced all functionalities, it has also increased agent productivity by 40%!

Diego de la Fuente Galarraga
IT Manager