Madrid, 16 Feb 2018
Tessi Graddo BPO, subsidiary company of Tessi Group, specialised in BPO operational services and contact centre outsourcing, has chosen Enghouse Interactive solutions to accompany the opening of the company to the market, its growth and the marketing of its digital transformation services.
Before the implementation of Presence Suite, Tessi Graddo BPO used its customers' infrastructure to run the operations. This was an inefficient practice not only because they had to adapt to various technologies, which could or not be a CTI solution, but also hindered the daily operations when consolidating the information in its management and control applications.
In order to unify its platforms 4 to expand its services on the market, supporting its growth and be able to offer a better customer service, the company launched a technology selection process. Tessi had as main requirements the solution recognition in the market and the easy integration with business tools to allow both front and back office process optimisation (task management).
"To be able to carry out the project we needed a tool that was recognised in the market and that allowed us 100% integration with the existing infrastructure and business," explains Pablo G'omez, Director of Contact Center Operations of Tessi Graddo BPO. "The independence and flexibility that Presence Suite offered us were essential factors in decision-making. Now, and thanks to the training provided by Enghouse Interactive, we are able to manage 95% of the platform, from the configuration of services and campaigns to design scripts and workflow processes, without having to get the development team involved," continues G'omez.
Solutions designed to optimise customer service
Presence Suite is an Enghouse Interactive solution, which provides a complete, easy-to-use and implement tool that promotes and improves Customer Engagement Centers operations. Completely oriented to simplify the work of agents and Contact Center managers, it minimises the constant involvement of technology department's resources, giving it the necessary autonomy to streamline operations and adapt them to the changing conditions of the business and the organisation itself.
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