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Digital Customer Management


Digital Customer Management

Digital Customer Management

Customer Experience: customer perception of their overall interaction with the enterprise over any available contact channel.

AlmavivA Contact has been leading the Italian Market of outsourcing of CX services to private companies and public administration for 20 years, with a wide and innovative offering of high added-value services, supporting customers in the development of a successful Customer Experience strategy.

Our service offering includes cross-industry Customer Relationship process management, on the grounds of our specific skills on TelCo, Utilities, Media, Gov., Financial Services, Transportation & Logistics sectors.

Making valuable information out of unstructured data and through the integrated monitoring of multi-channel contacts, individual issues get promptly addressed and handled, from customer need understanding to service performance analysis steps, through the processes of:

  • Sales
  • Purchasing & Activation
  • Credit & Invoice Management
  • Admin & Commercial Management
  • Technical Support & Management.

AlmavivA competitive advantage of CX services offering for Contact Centers in Italy and abroad consists of the capability to acquire an integrated process vision to support multi-channel Customer Journey, through a natural language-based “people-centered” technology for operations management transformation and real-time understanding of the “Voice of the Customer”.

The expertise we have gained globally in the management of over 450 million contacts a year has led AlmavivA Contact to choose innovative solutions to make the most value of information available on different contact channels with customers.

AlmavivA Contact can therefore provide with advisory services to customers on BPO modelling, Contact Center infrastructure designing, as well as deliver through own resource pools innovative CX services based on Iride® Customer Centric Suite, a proprietary technological platform by Almawave, AlmavivA Group technological innovation company. A new frontier in Customer Management services, real-time multi-channel information management, the implementation of a unique and effective caring experience and enterprise process transformation.

Through semantic interpretation functionalities, AlmavivA Contact provides enterprises with features to analyze, simplify and optimize Call Center processes, by improving speed in understanding customer needs and offering a higher quality and precision in answering queries and requests.

Over 22,000 agent positions equipped with high quality, technology and communication standards (over 4,000 APS in Italy, 18,000 abroad) distributed over 6 cities in Italy (Milan, Rome, Naples, Palermo, Catania, Rende) and overseas (Brazil, Colombia, China, Romania and Tunisia). A dedicated pool of professionals operates on H24 shifts on phone systems, CTI – Computer Telephony Integration, voice portal, multi-channel contacts and CX technological platform management.

Do you want to learn more about Almawave proprietary People-Centered Technology? Go to the Company Website.