BUCHAREST, ROMANIA, February 29, 2016 – Conectys, the global multilingual outsourcing solutions provider, today announced the release of version 2.0 of its cloud-based customer service platform, ConectysOS.The new version of the platform continues to build on the principles of real-time, transparent and actionable customer insight.
ConectysOS 2.0 powers Conectys’ continued drive to transform the outsourcing industry by shifting outsourcing models from their legacy “black box” configuration to a collaborative and open Business Process as a Service (BPaaS) paradigm.
Conectys’ clients not only get access to real-time and historical SLAs and KPIs, they also have 24/7 visibility over staff activities such as on-call or post-call work and attendance, offering peace of mind through insight.
The availability of real-time post-contact Net Promotor Score (NPS), Customer Effort Score (CES) and First Contact Resolution (FCR), granular down to individual team members and reasons for contact, allows for surgical precision in staff coaching, as well as process and policy redesign. Understanding how customer satisfaction scores vary according to the reason for contact is actionable intelligence that enables insight-based redesign. Subsequently, the ability to immediately track the impact of a policy or process redesign brings agile design to the world of Multichannel Customer Interaction, resulting in nimble, customer-connected customer care.
Other features available on ConectysOS 2.0 include cloud-based availability of call recordings, powerful reporting, as well as collaborative quality assurance and quality grid calibration.
Built-in data intelligence offers deep understanding of customer experience trends and patterns, enabling clients to match customer trends with demographics, product stages and even competitor activity.
The latest version of ConectysOS has evolved to integrate with proprietary, client or third party tools and modules.
The customer service platform draws on the company’s BPaaS business model, allowing Conectys’ clients to better understand and adapt to consumer demand, reduce reaction speed from months to hours, increase customer engagement and outperform their competitors.
Conectys is a recognized leader in global multilingual and multicultural outsourcing services, providing specialized award-winning solutions that create significant competitive differentiation and brand value for global organizations. Conectys combines talented multilingual teams with effective quality processes that are driven by customer experience and proven technology to deliver new levels of service personalization and profitability. Conectys offers Multilingual Customer Service, Technical Support, User Generated Content Moderation and Network Operations Center services, from strategically chosen delivery locations, in over 35 languages, 24/7/365. All services are powered by Conectys’ Contact Center SaaS, ConectysOS®, an industry recognized Automation Project of the Year finalist. It is designed to bring value proposition to clients with standard features connecting quality monitoring, workforce management and real-time views, a robust CRM, with automated reporting and data analytics and customer insight for an all in one PCI DSS compliant Customer Management System.
Conectys has facilities in the U.S., Belgium, Romania, Taipei, Turkey, Poland, Portugal and the Philippines, providing a global footprint and international scale to high-tech, retail, telecommunications, finance, travel, hospitality, gaming and entertainment companies. Conectys is ISO 9001:2018 certified and PCI DSS Compliant. Conectys received a Silver Stevie® in 2017 for excellence in Customer Service and a Gold Stevie® in 2016. Conectys was also awarded Best BPO firm of the Year 2016 and 2014 at the CEE Awards and has been ranked a Top 10 Global Multilingual Outsourcing Vendor by leading analysts.