Conectys, the global multilingual outsourcing solutions provider, today announced the release of version 2.0 of its cloud-based customer service platform, ConectysOS.
The new version of the platform continues to build on the principles of real-time, transparent and actionable customer insight.
ConectysOS 2.0 powers Conectys’ continued drive to transform the outsourcing industry by shifting outsourcing models from their legacy “black box” configuration to a collaborative and open Business Process as a Service (BPaaS) paradigm.
Conectys’ clients not only get access to real-time and historical SLAs and KPIs, they also have 24/7 visibility over staff activities such as on-call or post-call work and attendance, offering peace of mind through insight.
The availability of real-time post-contact Net Promotor Score (NPS), Customer Effort Score (CES) and First Contact Resolution (FCR), granular down to individual team members and reasons for contact, allows for surgical precision in staff coaching, as well as process and policy redesign. Understanding how customer satisfaction scores vary according to the reason for contact is actionable intelligence that enables insight-based redesign. Subsequently, the ability to immediately track the impact of a policy or process redesign brings agile design to the world of Multichannel Customer Interaction, resulting in nimble, customer-connected customer care.
Other features available on ConectysOS 2.0 include cloud-based availability of call recordings, powerful reporting, as well as collaborative quality assurance and quality grid calibration.
Built-in data intelligence offers deep understanding of customer experience trends and patterns, enabling clients to match customer trends with demographics, product stages and even competitor activity.
The latest version of ConectysOS has evolved to integrate with proprietary, client or third party tools and modules.
The customer service platform draws on the company’s BPaaS business model, allowing Conectys’ clients to better understand and adapt to consumer demand, reduce reaction speed from months to hours, increase customer engagement and outperform their competitors.
Conectys is a recognised leader in multilingual and multicultural outsourcing services. Its specialised outsourcing capabilities set it apart from its competitors and create real value for global brands and organisations. Conectys combines talented multilingual teams with streamlined processes and best-in-breed technology under its automated Business Process as a Service (BPaaS) platform, ConectysOS, to deliver new levels of service personalisation and profitability.
Conectys has six facilities in Belgium, Romania, the Philippines and Taiwan, as well as a tenured Work from Home delivery system, providing a global footprint and international scale to Retail, Telecommunications, Gaming, Healthcare, Finance, Travel, Hospitality, Media and Entertainment companies.
Conectys is ISO 9001:2008 certified and PCI DSS Compliant.