Anyone can make things bigger or more complex. We dare to move in the opposite direction. Simplicity drives the ecosystems of all IT solutions that we design, build, maintain, develop and optimize for our clients.

REDUCTION OF COMPLEXITY
AND INDIVIDUALISATION ARE
TWO SIDES OF THE SAME COIN

We won trust and we have cooperated with companies listed at Deloitte CE TOP 500 and Rzeczpospolita List of 500. Our highly qualified team of above 80 experts, stable technological facilities, partnerships with global suppliers of innovative technologies, test laboratories and service centres – allow us to deliver top quality IT solutions and services.

Let's talk
about business

contact center

How to make bank-client communication efficient?

 

BGŻ BNP Paribas, one of the world’s largest banks, attaches great importance to the quality of internal and external communication, which directly translates into maintaining the brand’s high position, the efficiency of its operations and customer loyalty. Therefore, the Bank decided to implement Avaya solutions tailored to its requirements: a corporate ICT system based on the latest IP technology and a Call Center system equipped with such advanced components as: Automatic Call Distribution (ACD), Interactive Voice Response (IVR), Avaya Contact Recorder, or advanced systems for reporting Call Center work (Call Management System).

The challenge was to adapt Avaya solutions to the specific requirements of the banking sector and the demanding functional requirements of customers.

The IT system we implemented, based on the AVAYA AURA platform, supports almost 10,000 users at the bank’s head office and in over 500 branches throughout Poland. The solution makes it possible to use the latest telecommunication functionalities, thus maximally facilitating the work of all its users. The system is equipped with an additional conference module (Avaya Aura Conferencing – AAC) that allows organizing multiple teleconferences, up to 300 users at the same time. Thanks to this module, almost 800 voice conferences and more than 120 web conferences are performed monthly. The system is used, among other things, during cyclical meetings of large departments, responding to the need for rapid exchange of information and opinions. Video and web conferencing conferences are perfect for specialized training of employees, eliminating the need for an employee to come from a branch office to the bank’s head office. The ability to record the conference process improves communication and contributes to the increased efficiency of activities. Files from an audio/video/web conference can be downloaded or shared after the conference. In turn, the event conference module, used by the bank’s management to provide all employees with important information, allows not only for asking questions to the conference leader via a chat but also for “organizing” votes and questionnaires for participants. The system implemented at BGŻ BNP Paribas is a solution appreciated and commonly used by all the Bank’s employees.

Let's talk
about business

contact center

Speech analytics at work.

ULTIMO, Poland’s leader in credit management, attaches great importance to adhering to high standards of service and to building positive relations with customers. In order to increase the company’s competitiveness, maintain its brand position and customer loyalty, ULTIMO continuously monitors the quality and effectiveness of its operations. Automation of processes, fast and efficient analysis of actions and information from interaction with customers are crucial for achieving success, therefore the company decided to implement the Verint Speech Analytics solution.

The challenge involved adapting the Verint Speech Analytics solution to the requirements of the debt collection industry, including building a dictionary, high level of transcription quality and proper identification of the call context.

5 months after implementing the system and its dedicated dictionary, the results achieved were impressive. The number of listened calls was increased to 100%, 10 categories were defined in key business areas (customer’s attitude, customer’s emotions), with the more effective addressing of the following elements:

/ identification of good practices,
/ identification of conversations with a “negative tone”,
/ identification of existing customer service risks.

The measurement of the effectiveness of conducted campaigns or undertaken actions was also more effective; the System provided significant support for operational activities, the optimization of processes and, more importantly, for identifying customer needs.

Thanks to transcription and speech analysis, monitoring of hundreds of thousands of expressions and phrases, as well as a warning system for detecting interlocutor behaviour, ULTIMO has increased the effectiveness of its activities in the field of quality. Today, 3 years after its implementation, ULTIMO continuously examines over 16 million conversations annually. It is faster in obtaining information in key business areas, relevant to the quality and effectiveness of its operations. Thanks to the implemented system, it is possible to analyze 100% of recorded calls. Data obtained from the application allow for an objective view and identification of good practices that increase the effectiveness of conversations, which may be overlooked when listening on a smaller scale. The company identifies events relevant to the business, in which different attitudes of the interlocutors appear. It analyzes trends and correlates information contained in the system with other relevant data. The implementation of this solution has significantly increased the effectiveness of the quality monitoring process at ULTIMO, which directly translates into very good communication with customers.

Let's talk
about business

custom development / big data / contact center

As a global leader in delivering superior communications experiences, Avaya provides the most complete portfolio of software and services for multi-touch contact center and unified communications offered on premises, in the cloud, or a hybrid. Today’s digital world centres on communications enablement, and no other company is better positioned to this than Avaya.

Eversis is a platinum technology partner for Avaya. Together, we have realised many advanced, customised international projects referring to big data and contact center areas. We equipped our clients with strong competitive advantages. Eversis has delivered customised Avaya solutions and services for telecommunications, pharmaceutical, e-commerce, media or financial sectors.

Let's talk
about business

custom development / big data / contact center

Verint is the global customer engagement company which helps organizations simplify and modernize customer engagement through its market-leading cloud and hybrid solutions. Verint leverages the latest in artificial intelligence and advanced analytics technology to help to unlock the potential of automation and intelligence to drive real business impact across the organization.

Customer engagement is now a strategic differentiator, and Verint solutions offer a sustainable competitive advantage, even in challenging markets. Verint Speech Analytics enables you to transcribe and analyse millions of calls to discover customer insights and improve contact center performance. Verint Speech Analytics can transcribe and analyze 100 percent of recorded calls to help surface valuable intelligence. The solution can automatically discover and analyze words, phrases, categories and themes spoken during calls to reveal rising trends and areas of opportunity or concern. This can help to enhance contact center performance with insights to reduce agent handle time and repeat calls, discover customer insights into satisfaction, business issues, competitive intelligence, marketing campaigns, reduce churn by discovering root cause and predicting at-risk customers, improve quality monitoring by reviewing large samples and specific call types and provide targeted coaching to agents by analyzing their relative performance. By combining the solution with Verint Text Analytics, you can add insights from text-based channels, such as chat, email, and social media for a comprehensive view of the customer across voice and text.

Together with Verint, Eversis has delivered numerous solutions and services to help tackle customer engagement challenges in a variety of industries: financial services, e-commerce, telecommunications, retail or pharmaceutical sectors.

Let's talk
about business

custom development / big data / contact center

Aspect offers the world’s leading enterprise cloud contact centres & workforce optimization solutions. A customer engagement Voxeo platform that is powerful yet affordable, quick to implement, and easy to keep up-to-date is dedicated to customers of all types and sizes. Including contact centre interaction management, workforce management and self-service capabilities, it was designed with a relentless focus on things like reducing effort, increasing usability, connecting disjointed interactions and processes, and simplifying management.

Together with Aspect, Eversis offers top quality solutions to help clients maximize their business opportunities.

Let's talk
about business