MGE
Communication Technology
Since 2003
A wide selection of state-of-the-art solutions for the enjoyment of products services
A multichannel context
The gateways that organizations in every sector make available to customers and other users are extremely more varied than in the recent past.
These are popular applications among customers of all ages, such as WhatsApp, Telegram, email, web chat, social messaging… that complement the more traditional voice channel. Not to mention bots empowered by AI (Artificial Intelligence) solutions, which enable the delivery of services in self-service mode.We are talking about solutions that through innovative use of digital technologies determine new ways of dialogue with customers of the future-present. A language within the reach of every customer, which can enable dialogue without limits of time or day of the week.
Therefore, the challenge is to effectively and consistently manage the dialogue with the customer, regardless of the channel (touch point) used.
Solutions and key features
While there is an increasingly pressing need to make available a wide choice of communication channels so that each customer can use the preferred one, at the same time the sales phase of products and services is effective to the extent that proposals are tailored to the specific needs of the individual.
From this constantly evolving picture comes the need for organizations to equip themselves with communication tools that exhibit certain key characteristics:
- Omnichannelality
- Integration with CRM and other IT infrastructure already in use in the organization
- Flexibility to accommodate new channels and adapt to changing needs
- Intelligent management of information, which must be made available at the appropriate time
- Automation by BOT of the most operational and repetitive phases of the dialogue with customers, delegating only the most value-added activities to human intervention.
