Embratel has launched Easy Service – a solution that customizes a cloud call center for small and medium-sized enterprises (SMEs) according to business needs.
The concept is based on Amazon Connect, an omnichannel contact center service from Amazon Web Services (AWS), from Embratel, and offers integrated voice service, as well as automated and dynamic tools for SMEs to provide elevated assistance experiences.
“Embratel always seeks to expand its portfolio so that organizations of all sizes and segments have access to technologies that support the digitalization of their operations. The new solution is another initiative to bring innovation to the market”, says Mário Rachid, Executive Director of Digital Solutions, Embratel. “Now, smaller businesses will also be able to improve interactions with their customers – with more professional contacts.”
SMEs make a significant contribution to Brazil’s economic growth and play an important role in job creation and innovation. However, they struggled to invest in contact center solutions, even in the face of customers’ need for more professional service.
Among the obstacles were a lack of technical knowledge to manage a relationship center, as well as the perception that the small size of the business would be an impediment.
Embratel’s Easy Service was created precisely to demystify complexity and pave the way for an enriching customer experience.
With a fixed monthly payment, the contracting of the offer is done directly through Embratel’s website.
From this, a specialized team from Embratel collects information about the business and the demands of SMEs to scale the desired delivery. After analyzing the data, the plant is implemented with a high degree of customization.
Easy Service configures voice channels with a phone number already included and enables active and receptive dialling.
An Interactive Voice Response (IVR) can be implemented, offering up to five custom messaging options.
This enables more agile communication with the customer, presenting a menu of options that can be selected through numeric keys on the phone. Up to three agent profiles can be configured, as well as automatic welcome, waiting, and office hours messages.
Companies can track and analyze all calls through a unified and automatic digital interface.
Through the application, it is possible to control the center in an intuitive way, managing workflows, agents, and call routing in one place.
Automatic dashboards with various metrics allow advanced information searches, automated contact categorization, and daily detailed reports so that managers can better coordinate initiatives.
In addition to real-time report queries, the solution also stores historical data.
Based on the information analyzed, adjustments in communication strategies can be implemented.
“Establishments that don’t invest in a contact center often have fragmented and inefficient communication with customers. Without a digital service platform, managing interactions and maintaining a consistent history is not possible, resulting in consumer dissatisfaction and lost sales.
With Easy Service, SMEs improve the experience in interactions and operational efficiency, increasing customer loyalty,” said Rachid.