Activeo strengthens its presence in Singapore by expanding the group's offering with Inok Systems. Activeo announced today that it has signed an agreement to acquire a majority stake in Inok Systems through its subsidiary Activeo Singapore. … [Read more...] about Activeo acquires majority stake in Inok Systems Pte Ltd through Activeo Singapore
Sentiment analysis: a new trend in the service of the customer experience
Customers are the greatest source of learning for a business. If a customer is unhappy or happy, there's something about the company, product, or customer service experience that made them that way. With millions of calls recorded, contact centers contain valuable information about a company's customers. Unlike manual investigation, Sentiment Analysis tools can extract this information from recordings of customer conversations in an efficient and fast way. In this article, we discuss sentiment … [Read more...] about Sentiment analysis: a new trend in the service of the customer experience
WFM evolution at Carglass
Specialized in car glass repair and replacement, Carglass now has nearly 3,000 employees, 450 integrated centers and more than 350 workshop cars in France. Since 1986, private individuals, insurance companies and mutual insurance companies as well as car fleets and rental companies have trus ted Carglass. In other words, customer care, team commitment and customer attention are an integral part of the brand's values. The customer relations centers, grouped together on 4 sites, have 400 to 600 … [Read more...] about WFM evolution at Carglass
LOGEPAL for operational efficiency
Fidelia Assistance, the assistance company of the Covéa group (MAAF, MMA and GMF), operates 24/7 in France and abroad to help its policyholders and customers. The 3 operational sites based in Tours, Nantes and St Cloud provide medical assistance (medical repatriation), vehicle assistance (breakdown service, towing, etc.) and home assistance (water damage, etc.). In total, more than 1,000 employees, specialized by activity, work daily on the assistance platforms. Equipped with the Logepal … [Read more...] about LOGEPAL for operational efficiency
OVHcloud, IR and Activeo – Ensuring great experiences in the hybrid workplace
OVHcloud is Europe’s leading cloud provider, delivering public and private cloud products, shared hosting, and dedicated server solutions in 140 countries worldwide. They also offer domain name registration, telephonyservices, and internet access. Bruno Touret, Technical Director for Contact Center and Collaboration, shared how IR’s solutions help them navigate hybrid ways of working to ensure high-quality interactions from anywhere. The problem OVHcloud’s contact centers – … [Read more...] about OVHcloud, IR and Activeo – Ensuring great experiences in the hybrid workplace
Succeed in your Cloud Contact Center project: Accelerate the transformation of organizations
The cloud environment today offers many options and facilitates innovation and agility. Nevertheless, to respond to the concerns of IT and the business, which combine performance, security, cost control and innovation, cloud contact center solutions have many advantages. As companies embark on their digital transformation, they need to offer their businesses high-performance, agile and scalable tools, and IT needs to be able to control the security of data and flows. The Cloud responds to … [Read more...] about Succeed in your Cloud Contact Center project: Accelerate the transformation of organizations
Activeo announces the opening of a new subsidiary in Canada
Paris, January 10, 2022, Activeo announces the opening of a new subsidiary in Toronto, Canada. The creation of the subsidiary is part of the continuation of the international expansion of the Activeo group. Activeo announces the creation of its new subsidiary Activeo North America Inc in Toronto. "Our goal is to expand our international expansion with a presence on the American continent by bringing a global response to some of our multinational customers. Also, our cloud and consulting … [Read more...] about Activeo announces the opening of a new subsidiary in Canada
Quality Monitoring for customer experience and employee commitment
For several years now, the customer experience has been at the heart of the concerns of the vast majority of companies and organizations, regardless of their sector of activity, their field of intervention or their size. This challenge has given rise to real transformation projects, aimed at placing the customer and the employee interacting with the customer at the center of all concerns. Moreover, today and even more so tomorrow, when a customer decides to contact a consultant, it is … [Read more...] about Quality Monitoring for customer experience and employee commitment
From Service Quality to Service Excellence
Aiming at "customer delight" for each interaction with its customers has become a priority objective for companies wishing to differentiate themselves on their market through customer experience. This is the purpose of the new ISO standard "Service Excellence", currently being developed at the international level, in which Activeo is actively participating as a member of the Afnor standardization committee. Its scope will aim at accompanying companies from "customer satisfaction" to … [Read more...] about From Service Quality to Service Excellence
EURO INFORMATION : Logepal at the heart of visual management
Euro-Information has been Crédit Mutuel's technology subsidiary for four decades. Euro-Information manages the information systems of 16 Crédit Mutuel groups (Crédit Mutuel Alliance Fédérale - the federations of Crédit Mutuel Centre Est Europe, Sud-Est, Île-de-France, Savoie-Mont Blanc, Midi-Atlantique, Loire-Atlantique and Centre Ouest, Centre, Normandie, Dauphiné-Vivarais, Méditerranéen, Anjou, Massif Central and Antilles-Guyane -, Crédit Mutuel Nord Europe, Crédit Mutuel Maine-Anjou, … [Read more...] about EURO INFORMATION : Logepal at the heart of visual management
SOPRA STERIA: “How does Sopra Steria harness the full power of AI for a new user experience in a simplified support journey?”
With people expecting to access products and services through easy, always-on experiences delivered across channels, transforming approaches to digital services is a must for every business. As a result, business leaders have to strive to provide employees with these same frictionless experiences. Sopra Steria is a European leader in consulting, digital services and software development With 46,000 employees in 25 countries, that generated revenue of €4.3 billion in 2020. It provides … [Read more...] about SOPRA STERIA: “How does Sopra Steria harness the full power of AI for a new user experience in a simplified support journey?”
Align the relational stance with the company’s brand promise and customer orientation
The brand-customer relationship is evolving and the brand promise put forward must above all reflect the commitment to sincere and concrete actions, proposed in an intelligent way according to the different interaction channels.Respecting this promise can have a significant impact on the quality expected and the satisfaction felt by the customer. However, as customers are increasingly informed, demanding, receptive and even defiant, we can all testify that this brand promise is not always … [Read more...] about Align the relational stance with the company’s brand promise and customer orientation
