projects

CHATBOT

Services Sector

SODEXO – Global leader of Quality of Daily Life, supporting organizations to provide their employees with motivation and reward solutions.

CHATBOT

Services Sector

SODEXO – Global leader of Quality of Daily Life, supporting organizations to provide their employees with motivation and reward solutions.

Project Description

In addition to a full contact center solution, comways recently deployed a Chatbot service for Sodexo as part a global digitalization process. As a first step, the bot is deployed within Sodexo.fr website. The bot is integrated to a business information database to provide personalized information such as order status. It is also linked to a dynamic knowledge base to respond to frequent questions of the customers. Additionally, the bot is also integrated to the contact center solutions to enable the participation of a human agent when required. Finally, the Bot delivers usage statistics and logs any interaction with the customer in the system.

Key Benefits

Self-Service Digital Experience

Availability of service around-the-clock

Agents are free to deal with valued conversations

Operational Cost Reduction

Project highlights

Production in less than 3 months from order

Integration to human agent in blended mode

True Omnichannel Experience

Usage Statistics

Self-Configuration

Solutions Deployed

Azure, Bot Framework

Web

CRM

CTI

OMNICHANNEL

Public Transportation

NMBS/SNCB – Belgian Rail Company delivering services to International and Domestic travelers and B2B customers.

OMNICHANNEL

Public Transportation

NMBS/SNCB – Belgian Rail Company delivering services to International and Domestic travelers and B2B customers.

Project Description

On-Premise deployment in High-Availability mode aiming to secure business continuity. The solution serves four sites across Belgium and home-working in a fully virtualized architecture. It is supporting voice and written channel, and is integrated to the organization Web, CRM, WFM, BI and Mobile App. The service workflows are organized by type of service in cross-channel mode and with 360° visibility of all historical conversations with any customer. Project next steps will include SOME channels, video connectivity to the kiosk in the rail-stations and quality monitoring.

Key Benefits

Voice Portal for special events

Virtual and Redundant Architecture

The CC Front-Office is fully integrated to the back-end systems

Work-Force Optimization

Project highlights

Production in less than 6 months

Integration to CRM and Mobile-App

True Omnichannel Experience

Real-Time and historical statistics

Solutions Deployed

CRM

CTI/IVR

Web/App

BI

MULTISITE CTI

Consumer Organization

EUROCONSUMERS – Consumer Organization, based in Luxembourg, serving European consumers markets in Belgium, Italy, Portugal and Spain.

MULTISITE CTI

Consumer Organization

EUROCONSUMERS – Consumer Organization, based in Luxembourg, serving European consumers markets in Belgium, Italy, Portugal and Spain.

Project Description

The main objectives of Euroconsumers are to promote and defend consumer interests, solve their problems and help them exercise their fundamental rights (freedom of choice, access to information, education and justice, and right to health, safety and a healthy environment). comways deployed a central multichannel platform to serve the group’s Contact Centers in those four countries and for home-agents usage. The solution includes an embedded case management solution developed by comways, an integration to the web and subscription management system.

Key Benefits

One central platform across four operations – CAPEX/OPEX costs gain

Standardization of service flows and consumers experience

Virtual and Redundant Architecture

The CC Front-Office is fully integrated to the back-end systems

Work-Force Optimization

Project highlights

Rollout in four countries in less than 12 months

BI based on Pentaho open source

Integration to ERP, Web and Campaign Management Solutions

Unified user interface for the agents

Multilingual

Solutions Deployed

CTI/IVR

Case Manager

Web Forms

BI