RAJA call-centers RFQ : Diabolocom, Genesys, Odigo, Sprinklr, Talkdesk

Raja in the En-Contact Directory, 5th edition , why? Raja, a medium-sized company specialising in the distribution of packaging, handles its online sales with in-house contact centres all over the world. 60% of orders arrive by e-mail and must be processed before the 2 cut-off times of the day. Diabolocom, Genesys, Odigo, Sprinklr and Talkdesk were consulted to re-equip the call-centre, which was working with Akio and Kiamo, but without AI or speech analytics for the time being. Emmanuelle Rigot, Director of Customer Relations and Voice of the Customer, explains how she carried out her consultation, which included a number of specific requirements, including the integration of Salesforce.   When you're in charge of the Voice of the Customer and you're looking for a new supplier. Emmanuelle Rigot is no stranger to the world of customer relations, nor is she a novice. Raja, for which she manages customer relations in France, has won a number of awards, is a growing company and a very large part of its business is done remotely. Not quite, since Retif , the shop network, is now part of the Raja family. Like many other managers in this field, Emmanuelle has strong constraints linked [...]