Tessi Graddo BPO, a subsidiary company of Tessi Group, specialized in BPO operational services and contact center outsourcing, has chosen Enghouse Interactive solutions to address the company’s opening to the market, its growth and the marketing of its digital transformation services.
Prior to the implementation of Presence Suite, Tessi Graddo BPO used their customer’s infrastructure to run operations. This was an inefficient practice not only because they had to adapt to various technologies, which could or not be a CTI solution, but also hindered the daily operations when consolidating the information in their management and control applications.
In order to unify its four platforms to expand its services on the market, supporting its growth and be able to offer a better customer service, the company launched a technology selection process. Tessi’s main selection criteria for a strategic solution partner included excellent market recognition and customer references and easy integration with business tools to allow front and back office process optimization (task management).
“To be able to carry out the project we needed a tool that was recognized in the market and that allowed us 100% integration with the existing infrastructure and business.” explains Pablo Gómez, Director of Contact Center Operations of Tessi Graddo BPO. “The independence and flexibility that Presence Suite offered us were essential factors in the decision process. Thanks to the training provided by Enghouse Interactive, we are able to manage 95% of the platform, from the configuration of services and campaigns to design scripts and workflow processes, without having to get the development team involved.” follows Gómez.
Solutions designed to optimize customer service
Presence Suite is an Enghouse Interactive solution, which provides a complete, easy-to-use and implement tool that promotes and improves Customer Engagement Centers operations. Completely oriented to simplify the work of agents and Contact Center managers, it minimizes the constant involvement of technology department’s resources, giving it the necessary autonomy to streamline operations and adapt them to the changing conditions of the business and the Organization itself.