Financiera Comultrasan bet on the Presence suite to improve its Contact Centre

Financiera Comultrasan, a Colombian credit and savings institution, chose the Presence Suite of Enghouse Interactive to transform its contact center´s operations and offer an enhanced customer experience.

Financiera Comultrasan offers a wide portfolio of financial products and services to help families boost their personal projects. Currently they have 51 offices in Santander, Cundinamarca, Boyacá, Atlántico, Cesar and Norte de Santander.

Comultrasan operated with a solution that started lacking support and the ability to grow, which led them to search for other options on the market that would allow them to fulfill their objectives. Consequently, they chose the Presence Suite, because of its outstanding position in Gartner´s Magic Quadrant for Contact Center Infrastructure and because Apice (Enghouse Interactive´s partner in Colombia) recommended it.

After implementing the Presence Suite, the financial institution reduced time in queues for incoming calls and automatic campaigns were created to promote customer loyalty. Business wise, productivity and efficiency of campaigns were increased, while reducing costs and optimizing resources and labor force.

With Presence Inbound, Financiera Comultrasan improved its service levels and abandonment rates were considerably reduced. The Presence Outbound Dialer managed to increase quantity and quality of calls, and a more personalized service was offered by integrating the Presence Scripting tool. In terms of multichannel skills, the Presence Mail Interactions solution enable the company to respond quickly to requirement done through its website and email account, offering access to quality and service monitoring in real time.