New technologies, which are advancing at an unstoppable pace, are pushing all types of companies to take the path of digital transformation, including in their communication. Professionals are increasingly aware of the implacable “renew or die”. And renewing means transforming, adapting, modernising , etc.
That's why companies invest in innovation to the extent that they can. Nobody wants to run the risk of stagnating and falling behind, as has happened to many throughout history. Even great silent film stars saw their end due to not knowing how to adapt to the demands of working in the "new" sound films.
Customers are also demanding more innovative and, above all, personalized solutions. Paradoxically, most of them want to be attended to by real people rather than automated services, and more than half prefer to use the telephone when establishing communication with brands, according to recent studies.
So how can the latest technology be combined with human and personalized customer communication ? This is what Nazaríes IT must have asked themselves , a company that has been developing technological solutions in the field of monitoring and sensorization since 2010, as well as architectures for systems that manage large volumes of data.
The activity of Nazaríes IT, which has an office in Granada and another in Madrid, translates into more than 5 million daily transactions for international clients in countries such as Switzerland, Belgium, France, the United States, Mexico, Qatar and Morocco.
In addition, in 2016 it created the Customer Success department, for the resolution of belarus phone number incidents and assistance to the companies for which Nazaríes IT is a supplier. This service required a cutting-edge communications solution, which could respond to the requirements arising from the incorporation of technical support into its portfolio of services and grow by adapting to the rapid evolution of the business, allowing the addition of new functionalities that could be needed in the future.
After considering several options, the chosen solution was cloud telephony from the company NFON . “The implementation of NFON responded to the increase in staff due to the creation of the Customer Success department, the growth in customer volume and the need for advanced call center functions . We began to have more services, more waiting lines and the previous system was not able to handle it,” explains Rocío Galindo, Team Leader at Nazaríes IT.
operators answering customer calls in six languages : Spanish, English, German, Italian, French and Arabic. In addition, they have a multi-site implementation of NFON's cloud telephony system, which combines physical terminals with virtual extensions. In total, there are around 30 extensions activated between their two offices.
The cloud telephony solution from NFON, a leading European company in this type of product, is presented as a secure option for communications and also offers more functionality and flexibility compared to a physical switchboard : office transfers while maintaining telephone numbers, lower costs, app integration on mobile phones, etc.
In the case of Nazaríes IT, they rate the solution very positively: “It meets all our current requirements and offers us functionalities that we didn’t have before . For example, the possibility of managing the telephone extension from a computer or the option of redirecting work telephones to mobile phones if you are out of the office, which is quite convenient,” confirms Rocío Galindo.