Núcleo, a major telecommunications company, has over two million satisfied customers and more than fifteen years experience in the Paraguayan market. For Núcleo, innovation is instrumental not only in achieving success, but in sustaining it.

The company recently took the decision to separate itself from the telephony hardware it used in its contact center and directed its efforts at optimizing a new SIP technology solution. After the implementation of the SIP solution, Núcleo improved productivity and efficiency in handling voice calls. Besides the voice product, Núcleo reliably uses other products that add value, mainly integration with SMS, which is one of its most important services. It also takes advantage of web and email interactions.

Benefits

  • 100% of calls recorded
  • Cross-referencing with the instant results of automatic surveys to identify any problems quickly, allowing actions to be taken within a few minutes
  • Attention rating controlled in real time
  • Significant savings in operating and maintenance costs

“Personal focuses on the Customer Experience. A positive customer experience with the company is a priority, which is why we are constantly looking to innovate and transform through the use of cutting edge technology in order to provide solutions to customers from first contact.”

CARMEN MALGAREJO
CONTACT CENTER MANAGER
NÚCLEO - PERSONAL PARAGUAY

Challenges

  • Providing a positive customer experience from first contact
  • Expanding its portfolio of innovative service offerings
  • Integrating the widest range of channels, including text messages, email, web and social media
  • Migrating the contact center to a SIP-based solution