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SFR launches Global Contact Center in France with Collab's technology
By CIO Applications Europe
The TELCO giant, owned by the Altice group, launched a Contact Center offering based on Collab’s solutionsSFR Business presents the French market with a new product for call centers and corporate contact centers, the Global Contact Center. The solution is based entirely on the solutions of the software house Collab, a partner of the Altice group. This new customer relationship management offering is omnichannel, hosted in the cloud, and targeted at SMEs, mid-cap companies, public administration and large companies. The solution integrates telephone, video, email, chat or even social networks, allowing agents to process all interactions regardless of the channel used to support the customer in a fluid and consistent manner. The Global Contact Center is accessible anywhere via a browser. Its implementation does not require installation, allowing large customer support teams to be up and running in no time. A solution with artificial intelligence and advanced features The architecture used by Collab, in the cloud, ensures security and scalability to support peaks and fluctuations in activity. Some of the highlights of the solution are the statistical and reporting capabilities, the easy implementation of bots and artificial intelligence. Compatible with the main CRM tools on the market (MS Dynamics, Salesforce, etc.), the solution integrates with the existing business environment, enriching customer data and allowing quick and personalized responses. Thanks to artificial intelligence, agents can focus on the most important interactions for the business. Chatbots and voicebots automate the simplest responses, while offering the customer the option to switch to a human agent at any time. “Customer services, regardless of their size, must also adapt to increasingly virtualized organizations and increasingly digitalized customer practices. With this new generation of customer relationship management offering, companies improve the customer experience and mobilize agents for high added value missions, which are fundamental to the company's performance and image”, comments GrégoryRabuel, General Director of SFR. Collab Expands its International Presence The company has a strong presence in Europe, Latin America, Africa and some Asian countries. Its continuous expansion has been leveraged by a network of partners that enhance its solutions for Contact Centers. “With the partnership created with SFR and iAgility we have expanded our presence in the French market with a unique and competitive solution. This strategic offer was the result of a continuous work of innovation and technology, and we are very satisfied with the digital transformation path that we are taking abroad”, says Pedro Rodrigues, CEO of Collab.