Success story
Kuspit
Industry:
Banking & Finance
Location:
México
Number of agents:
5
NEW
Kuspit was in the process of creating its own contact center to offer an excellent customer service experience.
ONLINE
As it was a 100% online business, they needed to be able to offer an agile and expeditious service.
GROWTH
Flexibility was essential to allow the solution to grow with the business.
SUPPORT
Easy access to technical support was a key factor when choosing the technological solution.
Kuspit is the leader of online trading platforms in Mexico. Their mission is to facilitate access to the stock market and its alternatives to individuals.
Our omnichannel software for Contact Center EVOLUTION, has become a key part of they day to day operations.
CHALLENGE
Kuspit created their contact center to offer an excellent customer care experience to their users. As an online only business, they needed to be able to offer an agile and expedited service, as well as be able to grow in size along with the business.
Our software EVOLUTION was the ideal solution for its scalability, flexibility and speed of deployment. The cost effectiveness and omnichannel aspects were added benefits to Kuspit.
SOLUTION
We recommended Libert-tia, one of our certified local partners, to provide the implementation services.
The telephony solution is a VoIP technology, with a call recording system integrated with our software. The IVR was also configured to automatically deal with queue management.
At Kuspit are using the Designer module to set up personalized agent scripts for 90% of their workload.
IMPACT
Kuspit has particularly appreciated the speed of response provided by the technical support team to all of their requests, making the whole process more agile.
They are also big fans of the Dynamic Business Router feature of our EVOLUTION software so that they can intelligently manage contacts across channels.
The main campaigns are inbound calls for service queries, troubleshooting, registration etc and an outbound support service for user registration as compliance regulations are high in the market.
We chose EVOLUTION because of the quick implementation and the ability to integrate with our existing tools, combined with an optimal level of investment.