What
do we have today?
What we have always done.
It’s a long experience – have we mentioned 20 years? – and so is the will. Contact Center and Customer Relationship Projects, side by side with partners such as Avaya, Verint or Oracle, allowed us to orchestrate a Customer Engagement & Experience Management platform that supports a true Customer Centric organizational culture.
Contact Center
Contact Centers are still at the “core” of the company’s relationship with its customers. Therefore, it won’t be strange to understand that we are dedicated to projects with various outlines, on the various business sectors, without ever renouncing to the creation of value to the customer.
Also, it wouldn’t be strange to understand that we implement, reorganize or change any Contact Center project, favour an integrated and global view of the organization objectives: wether they are sales, customer service, growth, image, business model, costs, evolution, etc.
And it wouldn’t be strange to, thus, understand that our solutions are not just technology but the orchestration of these technologies with the processes, integrations and services that build the path towards the expected result. Or the customer wouldn’t have the last word.
End-to-end Solutions
When the goal is to fully outsource the Contact Center, there are four essentials that must be kept, there it is, in its essence: People, Technologies, Processes and Customers.
To guarantee it, nothing better than to be well accompanied: at GMtel, we rely on multiple alliances, which allow (our) people to articulate with technologies, processes and customers. Keeping faithful to our “”core”” and specialized know-how, we make available and manage all the components of a project, putting Human Capital in the hands of specialists in the management of Contact Center operations.
People
Only flexibility, adaptability, excellent service and customer orientation allow the delivery of a best-in-class global and integrated service. Maybe that’s why we base our connection with recognized entities in Contact Center Operations management on high standards of ethics and professionalism.
Technologies
The experience in the most diverse formats of technology provision – in particular, in the models of Contact Center infrastructure – not only helps us to understand how to improve, but also ensures a service of excellence, managed by SLAs and objectives that become a happy ending (result).
Processes
Nothing is more important than our customers. That’s why we take processes seriously. Relational, consulting and best practices, quality or technological update, all are guaranteed by us in close collaboration with our direct customer. Who, of course, knows best the objectives to be achieved.
Customers
Our client’s customers are our customers. After all, without them, we wouldn’t have… a customer. The location and the model of operation of the services provided by the Contact Center must therefore be transparent. And its mission, clear: to guarantee that the customers will receive the best that our customer has to deliver.
Contact Center Infrastructure
The reality says it with great certainty: more and more organizations are looking for solutions that allow them to implement their Contact Centers outside their facilities, in external Data Centers, duly accredited and certified. Whatever the size, complexity or business sector.
Cloud, Virtualization and SaaS are certainly the solutions you’re looking for whenever you’re dealing with one of these Contact Center projects. Whether it is an implementation, a renewal or an outsourcing.
And although there is a lot of confusion generated around these concepts and technologies, one thing is certain: for several years now, at GMtel, we have been providing Contact Center solutions in environments of this nature, fully supported on virtualization platforms, in private, public and/or mixed cloud, through the implementation of systems and technologies from multiple manufacturers. Reliable, with (great) certainty.
360º Contact Center
OmniChannel
Multitouch
MultiChannel
Customer Engagement &
Experience Management
What has been the Customer Relationship in the last two decades has become what companies focus on today: the Customer Experience. It is natural: customer expectations of organizations have grown. Or rather, they have followed the social and technological transformation that mobile and social networks have brought to users.
At the center of attention should be all phases of the customer-company relationship, with greater emphasis on moments of greater interaction. That is, the focus is no longer only on “touch-points” such as social networks, transactions, feedback, web or Contact Center, but on the quality and consistency of a journey. This continuous experience should therefore be shaped to the specificities of each client. And it should stay in your memory, with positive note.
After all, today, everything is really in the hands of the customer. Mobile technologies and social networks have made us “always-connected”, giving us the ability to access information in seconds. This has made companies rethink the way to maintain and develop the relationship with their customers and the market, in order to maintain a relationship of interest and involvement. Hence, of course, Customer Engagement solutions.
And what are the advantages?
For a more demanding customer than ever, the most customized experience ever – to the extent and at the pace he/she needs (or even wants). Whether it’s a mobile notification promoting a product or an email confirming an order – anything that creates cycles of relationship between Experience and Engagement, with relevant and consistent communication, will create interest and involvement with the audience.
Customer Experience
Customized and directed – at your pace and tailored to you.
Surprise the Customer
Customer Value Creation
The part for the whole, the whole for the part
Today, the critical moments of interaction (or “touch-points”) between companies and customers extend to the entire organization, making Customer Experience and Customer Engagement as global as it is individual. Global, because it encompasses an entire organization; individual, because each customer is a customer.
Experience / GMtel Advantages
GMtel’s long experience in Contact Center and Customer Relationship projects, associated with the technology partners we work with, such as Avaya, Verint or Oracle, positioned among the best technologies in Customer Engagement solutions, allows us, with great competitive advantages, to orchestrate a Customer Engagement & Experience Management platform that supports a true Customer Centric organizational culture.
Flexibility, adaptability, service excellence, integrated vision, agility, and customer orientation are our motto when it comes to delivering the business model that meets the interests and requirements of each customer.