Conversational bots are becoming increasingly popular in contact centers due to their ability to help customers quickly and efficiently. These virtual agents are able to complement the support of human agents to make them more efficient, improve the customer experience and reduce contact center operational costs. According to Gartner, by 2026, one in 10 agents interactions will be automated using a bot. In addition, bot deployments in contact centers will reduce agent labor costs by $80 billion … [Read more...] about The Conversational Bot: Enrich, streamline and automate interaction
What are the keys to an efficient transformation of the organization?
Articles How is transformation defined? It is "the action of transforming, the operation by which one transforms, the resulting modification". The 3 important elements here are: action, operation and result. For a qualitative transformation, an organization must ACT in a more or less conscious way, define and set up the PROCESSES and/or procedures, coordinate and measure the RESULTS. Our team sought to find and analyze the common success keys to the transformation projects that have … [Read more...] about What are the keys to an efficient transformation of the organization?
Activeo receives the EcoVadis bronze medal
EcoVadis is a platform that evaluates the way companies integrate the principles of corporate social responsibility (CSR) in their activities. More than 85,000 companies from 160 countries and more than 200 different industries are assessed on four main themes: environment, social, ethics and responsible purchasing. As a result of the measures implemented by the Group, Activeo's overall score has improved since the last evaluation. Activeo is proud to be awarded the bronze medal which … [Read more...] about Activeo receives the EcoVadis bronze medal
Activeo acquires majority stake in Inok Systems Pte Ltd through Activeo Singapore
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
RAJA: Logepal at the service of real-time monitoring and management indicators.
If RAJA has more than 700,000 satisfied customers in Europe, it is above all thanks to its commercial offer, the quality of its service, its multi-channel strategy and its international development. Established in 18 European countries and with the largest product catalogue in this market with nearly 120,000 products, the RAJA Group has become the undisputed leader in the distribution of packaging, supplies and equipment for business. Very early on, RAJA integrated multi-channel into the … [Read more...] about RAJA: Logepal at the service of real-time monitoring and management indicators.