The power of AIand Human Experience
A flexible and results-oriented structure
In Concerto, we offer a full range of contact center services that combine the innovation of Artificial Intelligence with the irreplaceable value of human intervention. This synergy allows us to provide excellent customer service, optimized for efficiency and customization.
No matter who calls or the channel you choose, we offer a complete, professional and qualified service.
We developed a considerable expertise in the automotive (two and four wheels and long-term rental), insurance and financial insurance and medical services, for services that are characterized by high complexity and strict SLAs.
Personalised and
tailor made services
- Customer Service
- Technical Support
- Sales management
- Lead Generation
- Analysis and reporting:
- Multichannel management
- Training and Development
Our tool for integrated multi-channel relationships
The bot is able to receive requests from the user in natural language (voice or text) and to query the data present in the KM systems to have an overview of the user.
Customer support in video call for personal and exclusive assistance or for troubleshooting where the view can facilitate the operator’s task.
The tool offers customers and prospects the possibility to book a telephone appointment with experienced operators, choosing the slot and anticipating the reason for the contact.
Allows the exchange of multimedia content, allows geolocation and multichat management. Integrable with external CRM platforms and business systems and bots.
Demonstrate brand attention to customer preferences and better understanding of their sentiment and difficulties in using products and services.
It manages a large amount of information, making it easy to update, use and share. Ensures integrated dialogue and, above all, consistent at all times of contact.
Our procedures
Briefing e Debriefing each shift to define objectives, criticalities and offer suggestions for improving the activity and results.
Quality Monitoring to assess the standards of efficiency, effectiveness, courtesy and availability established with the Customer.
Weekly and monthly reports on activities and operations.
Operator performance (internal measurement).
Hardware compliance and 626 (internal measurement).
Evaluation of Personnel
Customer with a dedicated module.
Overall Assessment
With a module covering all aspects of work, from personnel to results.
