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Herramienta web integrada de atención al cliente

Resumen

Tipo:
Oferta Tecnológica
Referencia:
TOES20170324002
Publicado:
31/03/2017
Caducidad:
31/03/2018
Resumen:
Una empresa española del sector de las TIC ha desarrollado una herramienta web que unifica los servicios de atención al cliente en las principales redes sociales y aplicaciones de comunicación (WhatsApp, Telegram, Twitter, Facebook Messenger, etc.), chats, email y SMS. El objetivo es ofrecer un servicio óptimo de atención independientemente de los canales de comunicación. La herramienta está indicada para servicios de atención al cliente, comunicaciones internas, creación de campañas de marketing, servicio de asistencia técnica, interacción con proveedores, etc. La empresa busca integradores interesados en incorporar esta herramienta en sus catálogos y establecer acuerdos comerciales con asistencia técnica.

Details

Tittle:
Integrated web customer service tool
Summary:
A Spanish ICT company has developed a web tool that unifies customer services across main social media and communications Apps (WhatsApp, Telegram, Twitter, Facebook Messenger,..) web chat, email and SMS in order to provide an optimal customer service regardless of the communication means. The company is looking for commercial agreements with technical assistance.
Description:
Nowadays, it is usual that companies enable different web customer service communications means, such as smartphone apps, social media, mail, web chat, SMS, etc., in order to provide a better service. However, it makes more complicated the company customer service process, since it demands different tools to manage each communication channel and integrate all the collected information.
In this context, the Spanish company has developed an innovative tool that allows to provide a web customer service regardless of the communication mean (WhatsApp, Telegram, Twitter, Facebook Messenger, web chat, email and SMS through the same tool.

Main features regarding this solutions are the following:

-Customer service bots for the automation of daily customer service tasks.

-Simultaneous translation: Use of artificial intelligence for transparent language translation of final messages.

-Multi-channel client database: It builds a customer database that includes customer history, phone, email, social networking profiles, geolocation and incorporation of business data form corporate business.

-Unified management:

·Multiple campaigns and distribution.
·Distribution of call interactions based on skills and channels.
·Support for blended multi-channel modes.
·Conversation rating and quality surveys.
·Autoresponders, triggers and alerts.

-Contact center indicators and reporting:

·Monitoring of agent activity, including access to
all conversations in real time

·Dashboard and exportable reports generation
on the progress of key indicators: Service level (Sl), Mean Response Time and Average Handle Time
(AHT) and customer satisfaction level

-Conversation certification: The tool allows certifying the content of the conversations held through any channel, which can act as legally valid evidence against/for third parties. The certificates are
generated on demand, and can be immediately downloaded in PDF format.

SMS platform:
·Custom SMS messages to multiple recipients.
·Management of instant or scheduled sending of short messages via a web-based display for
easy access and management.

-Applications: Customer service, internal communications, creation of marketing campaigns, technical service and support, supplier interactions, etc.

The company is looking for ICT integrators willing to incorporate this tool to its solutions portfolio under commercial agreement with technical assistance.
Advantages and Innovations:
-Unlike other web costumer service solutions in the market, this tool remarkably improves customer interaction due to the unified management of WhatsApp, Telegram, Twitter, Facebook Messenger, Messenger CX, web chat, email and SMS.

- It shapes and transforms customer attention into a consistent, coherent and continuous process by combining client databases with multi-channel analytics.
Stage of Development:
Already on the market
IPs:
Secret Know-how

Partner sought

Type and Role of Partner Sought:
The Spanish company is looking for ICT integrators willing to commercialize this tool, within their area of influence under commercial agreement with technical assistance.

Client

Type and Size of Client:
Industry SME 11-49
Already Engaged in Trans-National Cooperation:
Si
Languages Spoken:
English
Spanish

Keywords

Technology Keywords:
01004009 CRM - Gestión de las Relaciones con los Clientes
01003006 Computer Software
01003008 Data Processing / Data Interchange, Middleware