Since 2010, a leading Italian utility has chosen RESI technology for audio/video recording in its contact center, aiming to enhance call center quality and customer satisfaction. Over the years, RESI has become a reliable and innovative technology partner, successfully addressing technological challenges and delivering innovation that has consistently satisfied the client.
RESI implemented the DIRECT™ platform, which includes:
- Recording of inbound and outbound telephone conversations
- Recording of telesales interactions
- Enrichment of recordings with CTI Genesys data
- Presentation of recordings via a web-based management interface
- Call evaluation workflows using multi-level questionnaires and scoring profiles
Additionally, RESI implemented:
- Vocal Order: an automated validation system for voice orders, capable of verifying and classifying vocal commands according to reference scripts and contract content.
- Trend Topic: analysis and categorization of call transcripts to identify the most relevant topics, with dashboards to monitor trends and customer interests in real time.
The RESI solution allowed the utility to optimize call management, improve service quality, and monitor customer interactions in real time. Process automation and advanced data analytics increased contact center efficiency and overall customer satisfaction.
- Automated verification of vocal orders, reducing manual checking costs
- Reduced need for manual supervision of recording quality
- Real-time monitoring of trends and customer interests
- Improved service quality and customer satisfaction
Do you need support to accelerate your business through digitalization and automation? Get in touch with us and we will design the ideal solution together.
+39 06.927101
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S.S. Pontina km 44,044
04011 Aprilia LT – Italy
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