CATSA

Integrated platform allows CATSA to interact through multiple channels

As a market leader, CATSA (Centro de Asistencia Telefónica S.A.) is anxious to ensure their pay-per-view TV customers have the best possible experience. This means providing multichannel communications without losing sight of costs.

To do, they extending the use of their Genesys contact centre platform over the years, incorporating new channels, such as email and chat.

The efficiency that CATSA is able to achieve using Genesys technology means the company not only provides multichannel services, but can also fulfill more campaigns with the same number of agents, or redeploy agents into areas where extra resources are needed.

Benefits

  • Enhanced customer interaction across voice, email and web chat with a click-to-call virtual assistant, as well as social media channels
  • Seamless integration of Latin American operations and Spanish agent workforce, for lower cost and greater flexibility
  • Improved working conditions with the opportunity for more varied duties and broader employment opportunities
  • 15% to 20% increase in call-to-agent ratios

Challenges

  • Enhance customer service while reducing costs, optimising resource utilisation, and improving employee retention
  • Stay ahead of the game in a world in which customers increasingly demand multi-channel interactions

Having greater flexibility to move agents around means we smooth out peaks and troughs in resourcing, which saves money.

Ángel Ruiz Calonge, IT Director, CATSA

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