E-VOLUCIONA BY INTELCIA, ARRIVES IN FRANCE

E-VOLUCIONA BY INTELCIA, LLEGA A FRANCIA
  • Company specialising in improving customer experience and transforming operations processes
  • Solutions at the forefront of ‘human and digital convergence’.
  • A complete offering – Consulting, Digitalisation, Automation, Data Analytics and Artificial Intelligence – that creates value for customers and consumers.

Madrid, 16 March 2022 – The Intelcia Group, a business group focused on improving customer experience in all areas of the relationship: multichannel contact centre, business process services (BPS) and consulting, present in 16 countries, launches E-voluciona by Intelcia in the French market. The company specialises in improving the operational efficiency of services through the use of advanced technological solutions, solutions that will mark the future of customer relations.

Following the success of E-voluciona by Intelcia, founded in 2015 in the Spanish-speaking market, with more than a hundred customers and several awards*, the launch on the French market responds to Intelcia’s desire to get closer to its long-standing customers and allow them to benefit from all the Group’s expertise.

The DNA of E-voluciona by Intelcia combines consulting and technology on the one hand, and operational control on the other. The company, focused on digital transformation processes, offers services and solutions for the Group’s customers, as well as for any company wishing to further structure its internal customer relationship activity, carry out a digital transformation of its customer journey or improve the efficiency of its processes. “Our dual expertise, operational and consulting, allows us to establish a complete diagnosis, identify customer pain factors and areas for optimisation, and then develop efficient and tailored solutions with the aim of delivering measurable operational results,” explains Hanaa Sadouk, Director of E-voluciona by Intelcia France.

In this way, the company offers comprehensive support in the transformation of the entire customer lifecycle, a field of activity in which Intelcia has developed its expertise over more than 20 years. In addition to CX consulting, whether strategic or operational, E-voluciona by Intelcia’s portfolio of services includes assisted robotisation solutions, Virtual Assistants, AI solutions for advanced analytics, human language understanding and analysis systems and business process digitalisation solutions based on Low Code platforms for Agile implementation in organisations.

Robotic process automation (RPA) and self-service solutions, such as virtual assistants – chatbots and callbots – aim to optimise brand processes, improve customer experience and the quality of service provided, and free employees from simple and repetitive tasks to focus on more complex customer needs.

They also have the Smart Analytics Center project, which is based on generating value from data analysis. And voice analysis, commonly known as Speech Analytics, makes it possible to detect the emotion and tone of the customer’s voice, the reason for the call, customer dissatisfaction, etc. to improve the customer experience. The exploitation of data relating to customer history (CRM) and the use of predictive models (Smart Predictive), for their part, allow a better understanding of customer behaviour and proactively identify the elements of pain in the customer journey.

In the words of Antonio Díaz, General Manager of E-voluciona by Intelcia: “This launch in the French market is part of the growth strategy in which the company is immersed. From E-voluciona by Intelcia we are constantly working to offer our customers products and services at the forefront of innovation that allow them to make digital transformation a reality”.

(*) E-voluciona has won several awards, among them the

  • Best Innovation Project with Smart Analytics Center. 2021. DEC Awards (Customer Experience Development Association)
  • Best IT Project in Business Analytics with Smart Analytics Center. 2021. Platinum Contact Center Awards
  • Best BPO Project and Back Office solutions. (E-voluciona with Naturgy). 2021. Platinum Contact Center Awards.
  • Best IT IA Virtual Agents Project (Vozitel- E-voluciona). Platinum Contact Center Awards.
  • Best IT BPO project and BO solutions (E-voluciona- EDP) Platinum Contact Center Awards.
  • Best Technological Contribution. Smart Analytics Center. 2020. Colombia Interaction Awards.
  • Best Technology Project. (E-voluciona with Naturgy). 2019. Excellence in Customer Relationship Awards.

 

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