Case Studies

Success Story New Spirit Express Services

New Spirit Express Services (NES) is a dominican company specialising in courier services. They are recognized as leaders thanks to their professionalism, efficiency and personalized solutions. 

Challenge

NES is keen to only choose the best technology in the market to match their ambitions and this is reflected in the quality of their services. Their call center and helpdesk is available 24/7, 365 days a year to support with package tracking and customer queries, following very strict standardized procedures. They were lookinig for a software that could make their daily operations more agile across multiple care channels.

Solutions

The EVOLUTION platform enables NES to establish lasting and successful relationships with their customers in a personalized and productive manner thanks to the omnichannel functionality. It’s a 100% SIP platform, with rapid integration with internal tools.

Impact

NES uses the ICR software for channels such as email, back office and call handling. ICR Evolution has proven to be secure, reliable and scalable, and excellent value for money for NES.

No matter where they are or what time it is, our customers can ask for help and receive excellent care thanks to the omnichannel functions in EVOLUTION.

Edison Guzman
Technology Assistant