Minsait Digital Contact Center

Within Indra Minsait's 'CRM and Channels' area, we design new digital journeys and products, implement new customer management models and digital channels, digitise and robotise processes and operations, implement Big Data and artificial intelligence architectures, build technology solutions on next-generation architectures, and innovate together with our customers in step with new emerging technologies.

Among the various capabilities of the above area is the 'Digital Contact Centre': where we have developed a broad offering based on our expertise of the strategic objectives, of financial and non-financial institutions, in this area.

In particular:

• Experience: Increased efficiency through hyper-specialisation and user customisation.
• Efficiency: Recognition of the Contact Centre as a strategic area for the company with cost reduction in low impact processes to dedicate resources where more value is provided to the customer, achievable through cognitive agents, process robotization and always available infrastructure.
• Sales: Integration of human operators and artificial intelligence tools to achieve the highest level of effectiveness in selling even complex products.
• Differentiation: An objective of companies must be to differentiate themselves from the competition and create differential caring models to create a well recognisable brand.

All this to meet the business needs of customers in the contact centre, and enhance their channel areas in terms of:

• User Experience
• Resource focus
• Operational flexibility even in the presence of unforeseen events
• Rapid adoption of technological innovations