Customer Experience is how clients perceive their overall interaction with a company through all the available contact channels.
AlmavivA Contact, the market leader in Italy, offers an over 20 year strong experience in CRM outsourcing services targeting private businesses and public organizations, delivering a broad and innovative range of high added-value services for supporting clients in developing a successful Customer Experience strategy.
The services offered range from the management of all the inbound and outbound Customer Care services to up/cross selling activities, telemarketing, partnerships for added value services and market surveys and opinion polls.
Our offering in Italy and abroad includes end-to-end services for managing the entire process:
- CRM consulting and process reengineering
- Inbound and outbound CRM services supporting Provisioning and Customer Management processes (technical assurance, complaints, fraud)
- assistance and sales for the Consumer and Business segment
- Travel Ticketing
- Back Office
- Data Entry
- Loyalty programs
- Market analyses/surveys.
The experience gained in the management of over 100 million contacts per year enables AlmavivA Contact to select innovative solutions, with a view to enhancing the value of the information coming in through the different customer contact channels.
Based on this approach, AlmavivA Contact integrates CRM services with the models for managing the information assets built up using the IRIDE CRM semantic-ontological engine developed by Almawave, AlmavivA Group’s technology innovation arm.
With the support of semantic interpretation, AlmavivA Contact helps businesses analyze, streamline and optimize Call Center processes, speeding up your understanding of your clients’ needs and offering greater quality and accuracy in our replies.
The AlmavivA Group infrastructure network, besides the Data Processing Centers, includes 7 Service Centers in Italy and 9 abroad, as well as facilities for managing Customer Care, Document Management and Back Office services.
Over 8,000 operator workstations, featuring high quality, technology and communication standards (over 4,000 in Italy and 4,000 abroad), distributed in 6 Italian cities (Milan, Rome, Naples, Palermo, Catania, Cosenza) and abroad (Brazil, China and Tunisia). A dedicated team of professionals, working 24/7, mans the voice, CTI – Computer Telephony Integration, voice portal, multi-channeling systems and the CRM and inbound/outbound Document Management platforms.