masvoz
Improving Customer Relationship with Cloud Communications Solution

In today’s fast-paced world, a customer’s experience is where the sale is won or lost, where a brand is cherished, and where the seeds of loyalty are planted. However, today, even after strategizing and implementing several customer-centric approaches, companies are struggling to gratify their users. Amidst this hardship, many leading companies are now seeking to understand the “building blocks of outstanding customer experience.” According to masvoz—a Spanish telco operator in cloud communications for businesses—the answer lies in ‘effective communication,’ cemented with empathy and closeness. masvoz believes an inter-personal touch to user interaction helps businesses increase their brand awareness and offer superior customer experience.

As a proponent of this train of thought, masvoz leverages artificial intelligence in its telephony solution to decipher the psyche and needs of a consumer based on their previous interactions with contact centre executives. Highlighting the capabilities of this smart cloud-based communications solution, Alfred Nesweda, CEO of masvoz, says, “Our technology bridges the gap between businesses and their consumers in an easy, effective, and scalable way.” Companies can integrate masvoz’s smart communications solution with their existing services to offer the best possible resolution to callers without the need for human participation.

At the core of masvoz’s communications services is their robust cloud contact centre. The cloud solution provides a company’s customer care executives with comprehensive tools for managing calls with utmost effectiveness, from anywhere and from any device. The users of masvoz’s cloud contact centre can set multiple rules and criteria to manage incoming calls. This not only helps businesses deal with large volumes of user calls but also tackle each call with improved efficiency.

Another crucial feature of masvoz’s cloud-based contact centre solution in the smart communications space is its ability to integrate with commercial customer management systems and ticketing solutions in the market (i.e., Salesforce, Zendesk, Kustomer). This specific facet helps contact centre representatives collate all the information they need about a user on a single window, which can also be accessed later seamlessly. Above all, with the cloud contact centre integrated into their CRM, masvoz’s clients have a powerful combination of telephony and CRM that works best together.

Recently, masvoz had partnered with a Spanish food ordering and delivering startup, Glovo. As a fast-growing business venture, Glovo wanted to set up their contact centres in countries they have their outlets in. However, the startup realized that the cost associated with establishing contact centres for every region would eventually increase their total expense to an exorbitant amount. To cut down on the overall expense and bring in business efficiency, Glovo decided to leverage masvoz’s cloud-based contact centre solution. With the help of masvoz, they could put a check on the enormous workforce that they would have otherwise needed for catering to a wide consumer base spread across the entire of Europe and South America.

Banking on many such successful partnerships, masvoz’s roadmap is to optimize its cloud contact centre and communications services to help clients in bolstering their customer experience. Nesweda highlights that while his company plans to expand its reach in the south European countries, the present focus is on establishing its prominence in the Spanish market.