Digital has become the essence of our daily lives, the global communications industry now plays a critical role in keeping the world running and as more companies adapt to the growth of e-commerce, innovative applications for the distribution of their products or services and the increasing digitization of economies, the contact center business will continue to strengthen.
The Fourth Industrial Revolution or Industry 4.0, as it is known, is transforming the way businesses execute their transactions, involving the combination of advanced production and operations techniques with intelligent technologies that are complemented with work teams and assets, in NETCOM, this transformation is no exception.
NETCOM, a leader in the market, has turned the Contact Center business around, offering its services focused on application integration and collaboration from its private cloud, maintaining the highest standards, operational excellence and best-in-class infrastructure. The services offered are supported by a redundant technology and intercommunication architecture, which guarantees customers high availability of services.
The company offers a broad portfolio of solutions that adapt to different market needs. Incorporating Unified Communications as a Service (UcaaS) and Contact Center as a Service (CCaaS) solutions, with technologies such as Artificial Intelligence, chatbots, integrating Social Networks, Interactive Voice Response (IVR), recording systems, interacting with its clients' own systems (CRM, ERP), among others.
As a reference of the solutions delivered to its customers, there is the case of a company dedicated to electricity suply in the northeast region of Panama, mhas been supported with a Contact Center as a Service model, through different omnichannel platforms from NETCOM's private cloud.
Part of the services provided to the client incorporates a chatbot, the fundamental basis of the EVA virtual assistant, which currently manages 50 different tasks automatically, managing to carry out more than 1.5 million transactions, reducing service times and improving the experience of its users. In addition, it is important to highlight that the client has carried out more than 6.000.000 transactions through the automated IVR system provided by NETCOM.
The company has also developed several outbound information campaigns, both automatic and manual, delivering high-value information to its business partners' users, currently reaching more than 750.000 messages.
Thus, outstanding innovation and commitment to delivering successful business results have led NETCOM to be a leading brand in the contact center business and to experience steady and accelerated growth.