Thanks to Vocalcom's universal connector, Intelcia simplifies 7,000 benefit claims per day.
Thanks to Vocalcom's Universal CRM Connector (HUCC), Intelcia's call centre agents can identify callers by automatically consulting customer records in Microsoft Dynamics as soon as the call comes in, personalising the conversation for users who are often in vulnerable situations.
Simplifying and completing procedures is at the heart of the customer and employee experience. When you apply for and are entitled to benefits, government assistance, or a refund, the last thing you want is for it to be complicated to set up. Twenty-one years after the start of their collaboration, Intelcia and Vocalcom have once again connected the right tools to be effective. While, like many other providers in the IT or BPO market, both groups are affected by divestiture projects, the operational teams continue to deliver and serve their customers on a daily basis. Let's get technical and take a look under the hood with this informative use case.
Intelcia is an outsourcing company ranked among the top three outsourcing companies in the French market and among the top five in Portugal and Spain. It is experiencing strong growth in the American market and has a global presence in 19 countries, including
three through a network of partners. It has a strong presence in the public and social sectors (ANTS, mutual insurance companies, etc.).
Intelcia recently won a tender with a French government agency specialising in the social sector, responsible for managing incoming calls from individuals applying for benefits. Thanks to Vocalcom's Universal CRM Connector, HUCC, agents can quickly identify callers and personalise the conversation for users who are often in vulnerable situations.
Aziz Ansari, Global Infrastructure & IT Operations Director at Intelcia, explains what tipped the scales in Vocalcom's favour.
Seamless integration for maximum campaign management efficiency
Benefit applications generate 7,000 incoming calls per day. 180 agents are on hand every day to process them. This high-performance, efficient system has been in place for a year and a half and benefits from the constant commitment of the teams. Thanks to the latest version of Hermes360 and its Hermes Universal CRM Connector (HUCC), integration with Microsoft Dynamics was quick and smooth, facilitating adoption by agents, unlike other solutions.
"HUCC has enabled us to seamlessly and transparently connect our contact centre with our client's CRM system, without any technical constraints. The result? Unrivalled processing times and increased efficiency. With automatic customer file retrieval and a phone banner integrated into the client's CRM system, our agents no longer need to search for information manually. Everything is at their fingertips from the start of the call, allowing them to personalise each interaction and respond to requests efficiently, accurately and empathetically. We have seen a significant improvement in productivity and user satisfaction," explains Aziz.
‘What's more, this integration allows us to efficiently manage incoming and outgoing calls. Whether for awareness campaigns or important communications, we can now use the same omnichannel solution that integrates voice, chat and various social media. This allows us to reach our customers on their preferred channel, whether it's WhatsApp, Facebook, Instagram or other platforms.’
An improved customer experience
Vocalcom's CRM integration makes agents' daily work easier and, at the same time, improves user confidence in the service. The fact that they are recognised immediately reassures them and makes them feel valued. In addition, the speed and efficiency of responses contribute to a positive and reassuring experience.
Specific developments to meet specific needs
"Every customer is unique, and we understand the importance of meeting specific needs. That's why we work closely with Vocalcom teams to develop solutions tailored to each issue while using a standard platform that guarantees efficient deployment and functional scalability. For example, we have configured specific features for transferring calls between branches, using criteria such as postcode to route calls optimally."
Vocalcom offers to optimise peak call management by redirecting users who wish to do so to social messaging, where specialised agents can handle multiple requests simultaneously via a digital channel for faster resolution. This speed is further enhanced by the immediate exchange of documents, allowing agents and users to easily share essential information to resolve their queries.
A joint venture for renewed success
"Our 21-year partnership with Vocalcom has been a real success. Not only does it enable us to meet our customers' expectations, but it also gives us a competitive advantage in the market. Vocalcom's solutions are intuitive, user-friendly, fully customisable and perfectly suited to the needs of our agents. This translates into rapid adoption and effective use of the technology. The Vocalcom solution is now a complementary asset to our AI tools.
At Intelcia, we are constantly looking for new ways to improve our services and innovate for our customers. Vocalcom's CRM integration is a perfect example of our commitment to excellence in serving our customers and the public," adds Aziz.
"This partnership is based on solid business expertise, which continuously fuels innovation on the Hermes360 platform. Our teams' in-depth expertise allows us to precisely identify areas of innovation with high potential for our customers, whether it's developing advanced AI applications or continuously improving strategic features such as integration between CRM and customer relationship solutions," concludes Karine Palacios, Chief Product Officer at Vocalcom.
‘WhatsApp, for example, is establishing itself as a new contact channel, the leading one in Brazil,’ says Club Med's sales director in the country. Connectors that interface with all CRM tools and allow you to manage all channels are... a good idea.
The editorial team at En-Contact.