More than a decade ago, most people only used one channel to communicate with customer service agents—the telephone. Today, customers are more tech-savvy and want new ways to communicate with organisations across multiple channels such as chat, mobile, video and social media instead of being limited to the voice channel. Furthermore, customers expect contact centers to move away from merely addressing their queries to providing a seamless and highly personalised customer experience irrespective of the interaction channel. With customer expectations growing, it is indispensable for organisations to re-imagine their service strategy from the customers' point of view. This requires contact centers to embrace omnichannel solutions and cloud capabilities with the use of technologies such as AI to understand their customers better and create a personalised and proactive service experience. Contact center agents must have a 360-degree view of the entire customer journey, including the customer’s latest transaction with the company. The objective is to increase contact centers’ capabilities, yielding much more agile interactions.
Driving the transition towards modern contact centers well equipped with cutting-edge technologies is Numintec, which brings expertise and solutions for omnichannel and highly personalised customer experience. The company offers SaaS-based solutions for omnichannel communications that enable customers to extract and analyse all the activity performed in the contact center. This real-time information helps agents and supervisors to identify, filter, study and make decisions. Numintec’s expertise, capacity for continuous innovation and customer orientation helps customers to improve their contact center service across all channels. “Numintec fosters increased customer productivity and facilitates proactiveness by automating processes and defining a global customer management strategy,” says José María Torres, president and founder of Numintec.
Numintec’s SaaS solutions negate the high installation and maintenance costs of on-premise solutions offered by its competitors by providing a pay-per-use model that eliminates structural overheads. These solutions deliver the necessary flexibility to adapt to any situation quickly, simplifying maintenance and providing improvements and new functionalities without any negative impact on their day-to-day activity. The company’s solutions also support technologies such as social media, big data, artificial intelligence, sensation analysis and voice biometrics.
An Array of Smart and Omnichannel Solutions
Numintec’s SmartInvox provides customers with the portfolio of solutions required to manage their company’s communications. These solutions include InvoxContact to create a state-of-the-art and totally cloud-based contact center with advanced features for agents to improve the reception of incoming calls and chats. Customers can make use of Numintec’s InvoxChat for online chats, InvoxIVR for voice interaction and InvoxSMS to send text messages to communicate with their customers.
Numintec’s expertise, capacity for continuous innovation and customer orientation helps to improve contact center service incredibly
Customers can improve their customers’ experience with Numintec’s omnichannel InvoxCustomer solution that simplifies the management of large information flows. Moreover, the solution can seamlessly integrate with Salesforce, Dynamics, Sage, Zoho, Zendesk or custom-made solutions developed by organisations. The solution enables customers to identify and prioritise their customers’ points of contact with their company and analyse their experience in realtime. For customers that already have an analogue or IP contact center solution in place, Numintec offers its InvoxAgile to manage campaigns so that they do not have to relinquish their current switchboard or contact center. Similarly, the portfolio consists of InvoxConference for meetings, InvoxApps, which offers a broad range of mobility solutions, and a lot more.
InvoxExperience is the suite of solutions for latest-gen contact centers. It applies Big Data and Artificial Intelligence technologies to improve and automate telephone assistance by means of a system that learns constantly and facilitates the management of requests, queries and incidents through direct interaction with the client. All information is recorded and can be analysed either subsequently or in real time. It also features an emotions analysis system that helps to evaluate and rate the service provided by the system based on the customer’s emotional tone.
InvoxRTC is based on WebRTC technology and can be used to deploy switchboards and contact centers quickly and simply in any browser with no need for IP
All of Numintec’s solutions are easy to implement and use. “From the outset, we have designed our solutions to be deployed quickly and safely anywhere in the world,” says Torres. This feature is particularly important to companies with offices in different locations in the same country or in different countries. As the application is cloud-based, it does not require any IT infrastructure, resulting in faster deployment and maintenance carried out centrally without impacting the service. Another beneficial feature of Numintec’s cloud-based solution is that it is designed to be a true big-data system that enables customers to extract and analyse all the activities performed in the contact center, providing highly valuable real-time information for the decision-making process. “Our customers value this ability to adapt to their needs, the power and flexibility of our solutions and the 24x7 service,” notes Torres. Numintec solutions also hold the ISO 9001:2015, 27001:2013 and 27017:2015 certifications.
Walking the Path of Innovation
Besides its vast array of solutions for contact centers, what truly sets Numintec apart is its capacity for innovation.“Since our incorporation in 2002, our commitment to research, development, and innovation (R&D&I) has led us to provide one of the best and constantly-evolving market solutions featuring the latest technical and business trends,” says Torres. The company boasts a large R&D&I team which, together with internal work groups from the commercial and support department, analyses and integrates the latest trends into its platform.
Most importantly, customers’ opinions and needs are taken into consideration when new features are developed and products are enhanced. This enables the Numintec team to explore new technologies even before they hit the market. One key example currently attracting a lot of attention is the use of artificial intelligence in telephone and contact center systems. The company is proactive in offering new features to customers before its competitors. “Numintec’s expertise, capacity for continuous innovation and customer orientation helps to improve contact center service incredibly,” says Torres.
"Numintec fosters increased customer productivity and facilitates proactiveness by automating processes and defining a global customer management strategy"
The company's vast expertise and capabilities have attracted numerous customers over the years. Numintec currently has a portfolio of more than 3500 customers all over the world that attest to the company’s ability to adapt to their needs, 24x7 customer attention service and the flexibility and usability of its solutions. Torres refers to a multinational organisation in the industrial domain to illustrating one customer’s success story. The company needed a flexible solution that would reduce its infrastructure costs and facilitate deployment in several countries. They wanted a centralised management platform in order to have a harmonized vision of what was happening in all countries, disaggregating the information by cost centers and services. As far as they were concerned, the solution’s usability was a critical factor, since they did not want to have to depend on technical profiles to make configuration changes in the platform and wanted to have sufficient autonomy to manage the system. They now have Numintec’s InvoxContact solution that addresses all their needs and Numintec is also implementing a new chatbot project for them.
The Underpinning Values
As a seasoned entrepreneur characterised by the values of perseverance, effort, determination and ethics, Torres’ strong commitment to R&D&I has driven the company towards the present today. Torres actively participates in business organisations such as PIMEC, the Pimec foundation of the Chamber of Commerce of Barcelona, in order to share his experience and knowledge. “We work in the cloud, but our feet are firmly on the ground—social commitment is one of our founding values,” says Torres. Numintec drives and promotes numerous actions in the fields of culture, sport and the ‘second chance’ initiative. This initiative aims to help entrepreneurs who were unsuccessful in creating their businesses and went bankrupt by giving them a second chance to be successful. “We are also committed to sustainable development and to compliance with the EU’s 2030 Agenda,” says Torres.
Remaining true to its mission of innovation, Numintec will continue to explore disruptive technologies that contribute to improving the efficiency and productivity of its customers, which are not only multinationals, but also small and medium-sized enterprises. From the geographical standpoint, Numintec currently has offices in Spain, Portugal, and Colombia and serves customers in more than 30 different countries worldwide. The company’s strategy currently focuses on sourcing partners that can distribute its solution across Europe and LATAM.
- Joe Phillip October 21, 2019
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