Conectys wins Best Use of Technology in CX Stevie® award with BlueTweak
Conectys is delighted to announce that it won a Stevie in Best Use of Technology in Customer Service
The Stevie® Awards are the world’s premier business awards. They were created in 2002 to honor and generate public recognition of the achievements and positive contributions of organizations and working professionals worldwide. In short order, the Stevie has become one of the world’s most coveted prizes. These awards are listed as the 2022 Stevie Awards, but they cover work that organizations do in 2021.
The 2022 Bronze Award is specific to work performed with the European Union, and setting up a contact center that addresses the omnichannel needs of all EU citizens. This was a multilingual call center and knowledge base partnership with the EU that went live on February 1, 2021. It supports all 24 languages in the EU and addresses all 446 million EU citizens. Conectys provided multichannel support across phone, email, chat, and third-party IM apps.
Conectys developed in-house technology to meet rigorous omnichannel communication for EU citizens.
Customization had only cursorily been discussed when the contract was evolving. Work began in February 2021, we responded very quickly to calls for additional customization, and were always available for feedback. In this period, we rolled out AI and prediction software in the contact center, as well as a spam queue and a new tagging feature for agents, allowing additional agents to find call and chat resolution solutions.
We built a customized version of our CRM, BlueTweek, for their use. In the process of building that customized CRM, we also rolled out customized knowledge bases. We brought in AI and predictive tools that were not originally in scope but were needed quickly after the engagement began. We worked through a 200,000 case backlog. Overall, we had 200+ users in CRM based on 42 FTE agents and evolved to 500+ users by EOY 2021.
Conectys CEO and founder Arnold Cobbaert noted:
“Conectys is especially proud to have been awarded top recognition in both the Contact Center or Customer Service Outsourcing Provider of the Year AND the Best Use of Technology in Customer Service. Customer Service and Digital Technologies are deeply intertwined, and the fact that we win prizes in both categories puts us solidly at the top in our industry.”