Visual IVR for insurance: three use cases

Insurance companies are facing an ever-more competitive marketplace as a result of several factors (a growing number of products, new players who are 100% digital, and the French consumer protection legislation known as Hamon’s Law). At the same time, customers have completely integrated digital technology into their purchasing techniques on a daily basis. Customer relationship… Continue reading Visual IVR for insurance: three use cases

Arnaud de Lacoste – Acticall: Building a digital transformation

With $ 1.7 billion revenues in 2017, 75,000 employees in 22 countries, and more than 146 contact centers, Acticall-Sitel is today a key player in integrated business services and customer relations. Leader in sectors such as customer experience, digital technology, and training, the group founded in 1994 by Arnaud de Lacoste, Laurent Uberti and Olivier… Continue reading Arnaud de Lacoste – Acticall: Building a digital transformation

Carglass: Digitisation of incoming and outgoing phone calls

The Salon Stratégie Clients will take place in Paris at the Porte de Versailles. The Salon Stratégie Clients has agreed to let one of the leading vehicle glass repair companies present its findings: Carglass. The workshop has agreed to let Carglass share the results of a Dial Once evaluation. The biggest challenge for Carglass: arranging… Continue reading Carglass: Digitisation of incoming and outgoing phone calls

Salon Stratégie Clients 2017: Overview

On the 18, 19 and 20th of April 2017 the Salon Stratégie Clients took place in Paris at the Porte de Versailles. This is the annual get-together of all the players in the customer relationship management ecosystem where the latest innovations in customer experience and digital solutions are on display. The ultimate objective of all… Continue reading Salon Stratégie Clients 2017: Overview

Digitising phone calls : the win-win gamble over customer relationships

Delivering quality service is a key challenge for all those involved in customer relationship management. However, this observation is crying in vain in contact centres : wait times are getting longer, call centre agents have less and less time to deal with incoming call requests and quality is getting worse. 67 % of French people… Continue reading Digitising phone calls : the win-win gamble over customer relationships