Embratel deploys omnichannel solution at C6 Bank

By Embratel

This is a machine translation of the original press release issued in Portuguese.

Embratel announces the implementation at C6 Bank of the Embratel Omnichannel solution, an intelligent Cloud-based call center. With the new structure, the bank improves service to the millions of customers who access its services.

With a focus on Customer Experience (CX) and business optimization, the project developed with the Embratel Omnichannel solution focuses on telephone service with advanced functionalities and dialers, in addition to counting on Analytics technologies, URA (Audible Response Unit), voice and data center. The solution also stands out for working in an integrated manner with C6 Bank's CRM (Customer Relationship Management) system for greater efficiency and increased productivity. With this, each customer's preferences are taken into account before contact or a new interaction.

“Omnichannel is an evolution of the Contact Center concept as it relies on innovations such as Artificial Intelligence”, states Raquel Possamai, Executive Director of Embratel for the Financial Market. The executive explains that the solution helps companies achieve levels of excellence in their interactions with customers by exploring the unified interface, management and real-time control of service indicators. “Business performance and the ability to innovate increase when multiple service channels operate in an integrated manner”, he says.

Embratel's solution facilitates interactions, as there is no need to restart data collection from one conversation to the next. This way, with customer history, operators can carry out queries and prepare to quickly resolve and respond to queries, always in a personalized manner.

The new technological structure uses Analytics resources to provide reports and relationship histories in real time. Using a database with Business Intelligence, the solution monitors and analyzes the quality of customer service. The information generated by the solution can be used to provide better management of operations, as well as to improve the service team's learning journey.

The project was implemented with Omnichannel technology from Genesys, a long-time strategic partner of Embratel. “We are very excited to contribute, in partnership with Embratel, to a case that brings important advances to the service journey of one of the main neobanks in the country", says Amanda Andreone, Country Manager at Genesys. According to the executive, by adopting a With a multichannel approach, it is possible to achieve a substantial increase in the personalization of customer service, taking the experience to a new level.

Providing the Omnichannel solution to C6 Bank reinforces Embratel's commitment to offering complete and personalized solutions for companies in different sectors. For more information, visit: https://www.embratel.com.br/customer-experience/omnichannel

About Embratel

Embratel is one of the main providers of digital solutions in Brazil. It is an enabler of the digital transformation of companies in all segments and a leader in telecommunications with its high-level infrastructure. Embratel provides solutions such as Cloud Computing, Data Center, Security, Internet of Things, Professional Services, Connectivity and Collaboration, Omnichannel, Robotic Process Automation, data transmission, video, Internet, corporate cellular and fixed telephony, national and international long distance , as well as a series of other solutions to support the business market on its journey of growth in the new digital economy. Working in the development, implementation and management of convergent solutions, Embratel is widely recognized for delivering excellent services with a focus on customer experience. Embratel is part of Claro and more information is available on the website www.embratel.com.br