Conectys has been nominated as the finalist in the “Best Use of Technology” category at the 2023 International Customer Experience Awards. These acknowledge companies leveraging digital transformation to successfully redesign in-house and/or outsourced customer experience (CX) operations and customer journeys.
Conectys and the European Commission’s Europe Direct Contact Centre (EDCC) partnership has been selected as a finalist. The submitted project aimed to elevate citizen engagement with EU policies by establishing a multilingual, highly skilled, and cutting-edge call centre helpline.
Innovative technology was pivotal in driving the initiative’s success. It enabled process automation, CX digitalisation, and improved analytics capability, involving an omnichannel CRM app, an NLP-powered Knowledge Base, automated SLA notifications, AI-assisted translation engine, quality assurance lifecycle automation, messaging apps, VoC insights, and more. Consequently, the transformation boosted efficiency, productivity, and customer satisfaction while supporting EDCC’s CX agents to handle cases more effectively.
“Implementing a Knowledge Base powered by NLP and AI improved the problem-solving efficiency of the EDCC. It provided guided answers and helped to categorise cases. Utilising analytics was fundamental to understanding stakeholder expectations, assessing citizen satisfaction in multiple languages, and recognising trends”, says Iulian Bacain, Sales and Marketing VP at Conectys.
International Customer Experience Awards
Since 2009, Awards International® has been organising prestigious business awards programs, focusing on various aspects of the Customer Experience domain. This year’s ICXA™ features 22 categories dedicated to honouring unique aspects of innovative CX strategies. The winners will be announced later this year in November.