Cap-Tel
Captel is constantly seeking powerful technologies and tools to stay ahead in the highly competitive telecommunications sector. Their legacy contact center solutions lacked flexibility and workforce management was the most affected, with poor efficiency.
As Captel continued to grow, it needed an innovative and adaptable contact center solution.
Since 1999
A multidimensional clientele
956 employees
We previously had a ticketing solution to manage incoming complaints, but the system had many flaws and did not allow for the consolidation of customer interactions between our different communication channels. The fact is, when a customer finds themselves in a difficult situation, every second counts. If a customer is a victim of a flood and loses most of their belongings, they need a clear and quick answer on what will be done on our side to help them. With Nixxis, our customers can contact us 24/7 through AI-powered bots and automations available on our website and social media accounts, significantly speeding up claims processing.
Problems encountered
- Lack of flexibility
- Outdated customer interaction management
- Lack of profitability
Captel achieves excellent results thanks to
Nixxis Contact Suite
Thanks to Nixxis Contact Suite, Captel has made a 180-degree change in its workforce management by optimizing the time and efficiency of its agents with our omnichannel solution. With many different profiles in its customer database and the need to address them uniquely, the ability to segment NCS profiles and the agent skill assignment feature, Captel can send inbound requests to the best possible agents to treat them.
Continuous growth
Increased agent productivity by 20%
Increased brand awareness through better management of customer interactions
A COPC Compliant Contact Center Solution
Cap-Tel achieves great results with Nixxis Contact Suite
Thanks to Nixxis Contact Suite, Captel has made a 180-degree change in its workforce management by optimizing the time and efficiency of its agents with our omnichannel solution. With many different profiles in its customer database and the need to address them uniquely, the ability to segment NCS profiles and the agent skill assignment feature, Captel can send inbound requests to the best possible agents to treat them.
Continuous growth
20% increase in agent productivity
Increased brand awareness through better management of customer interactions
A COPC Compliant Contact Center Solution
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