Smi is a world leader company that designs and builds a wide range of machines and plants for bottling, packaging food and beverages, products for domestic cleaning and personal hygiene and chemical products.
Smi has evolved its Customer Service to support customers and partners, introducing adaptive chat features (also available on smartphones), as well as phone functionalities, offered by Ellysse’s omni-channel solution.
“The main need was to improve the access channels to the help desk service, to reduce access waiting-times, to improve the quality perception of service offered and above all collect statistical data of all contacts managed. Together with Ellysse, we have rethought the entire flow of acceptance and it has been possible to refine the provide assistance thanks to the introduction of guided-trees to identify the customer, to identify the machine involved and the automatic recognition of the spoken language. We have re-designed and optimized the entire cycle of phone contact management to which we have added Chat functionality, through which mobile users can interact in a simple way. Every activity of the platform is monitored in real time and tracked, allowing the generation of detailed reports with information that was not previously available, thus giving us the opportunity to carefully evaluate the service offered “, said Marco Ferrari and Omar Bautista, Service Department Manager of Smi.
The Contact Center solution was entirely achieved using “Contatta”, made by Ellysse, integrated with Sangoma Technologies. The new Smi Customer Care engine uses WebRTC-protocol to easily outsource “Worldwide” operators.