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Customer collaboration and relations
Instel improves the customer experience by promoting agile and barrier-free communication
Offering a complete and positive experience to customers directly impacts business results.
Companies must therefore have tools that help them to manage and monitor customer journeys, employee interactions with customers, as well as any other incoming or outgoing communication that takes place through voice or digital communication channels.
How can Instel help you?
Instel provides the appropriate tools to place the customer at the centre of your strategy, managing and monitoring communication flows in real time. It helps you to promote more agile and effective interactions to transform employee and customer experience.
Benefits
Caso de éxito
- Enhances omni-channel. By managing voice and multimedia channels.
- Increased collaboration. By aligning processes and resources.
- Increased agent productivity. Through performance analysis and reports.
- Promotes engagement. Through intelligence applied to customer interactions.
- Improved business efficiency. Through real-time monitoring.
Manufacturers
Other corporate communications solutions
Multimedia
Boost interactivity and maximise the impact of your communications.
Video conferencing
Encourage fluid and immersive meetings.
Unified communications
Create smart communication experiences.
Customer collaboration and relations
Build effective and personalised interactions with your customers.
IP telephony
Guarantees efficient and quality communication.
Customer collaboration and relations
Smarter interactions. More connected infrastructure.
We help IT teams deploy collaboration and customer engagement solutions that integrate channels, automate processes, and connect customer interactions with business data. From cloud or hybrid environments, we ensure a robust, secure, and scalable architecture.
OUR SOLUTIONS
Multichannel Contact Center
Comprehensive interaction management across all channels
A platform that unifies all contact channels—voice, chat, email, social media, and messaging—enabling the management of all customer interactions from a single place.
Components and architecture
- Intelligent call routing (ACD).
- Integrated chat, email, and social media.
- Queue management, IVR, and bots.
- CRM and back-office systems integration.
Operational Advantages
- Consistent customer experience across all channels.
- Reduced customer effort (Customer Effort Score)
360° view of customer history and context. - Increased customer loyalty and retention.
- Higher agent productivity by working from a single platform.
- Rapid scalability to handle demand peaks.
Automatic call distribution
Efficient routing through automatic assignment
The ACD system automatically processes and distributes inbound, outbound, and internal communications to agents and groups, identifying and categorizing each interaction to assign it to the most appropriate resource based on rules, skills, availability, and workload.
Components and architecture
- Call identification (number and dialed service).
- Initial classification via IVR.
- Skill-based agent routing.
- Agent availability and workload verification.
- Business rules, priorities, and schedules.
- Integration with telephony systems and CRM.
Operational advantages
- Reduction in average handling time (AHT).
- Lower call abandonment rates.
- Better use of specialized skills.
- Automatic workload balancing.
- Increase in First Contact Resolution (FCR).
- Higher satisfaction for both customers and agents.
- Cost optimization by reducing overcapacity.
Workforce Optimization
Improved performance and service quality
Tools for supervision, quality analysis, workforce planning, training, benchmarking, and dashboards to monitor agent performance.
Components and architecture
- Highly accurate automatic forecasting of demand and workload
- Automated shift management and agent assignment
- Real-time supervision with customizable dashboards
- Agent portal and mobile app for schedule preferences
- Service-level simulation and multichannel planning
- Integration with Contact Center platforms and external APIs for decisions based on real data
Operational advantages
- Greater operational efficiency and balance between resources and demand.
- Cost reduction by optimizing shifts and avoiding staff overload.
- Improved service quality through predictive planning.
- Increased agent motivation and adherence through self-management tools.
- Real-time visibility of KPIs and performance for proactive decision-making.
Call Reporting & Analytics
Smart metrics for strategic decision-making
A platform that provides advanced analytics and real-time and historical reporting, enabling supervision and optimization of contact center operations, trend identification, and service efficiency improvement.
Components and architecture
- Real-time interactive and customizable dashboards.
- Configurable KPIs based on business needs.
- Historical and comparative reports
Integration with BI and CRM systems. - Automatic alerts for incidents or critical metrics.
- Sentiment analysis and service quality monitoring.
Operational advantages
- Improved decision-making based on reliable data.
- Rapid identification of bottlenecks and areas for improvement.
- Optimized resource use and agent allocation.
- Reduced waiting times and abandonment rates.
- Increased customer satisfaction.
SUCCESS STORIES
Our latest projects
How we work
From the initial audit to ongoing support, we work in close coordination with your IT and Facilities teams to ensure collaboration and customer engagement solutions that connect people, processes, and data in an efficient, scalable, and business-aligned way.
Technical audit
Revisión de flujos de comunicación, canales y herramientas → Diagnóstico claro con mapa de mejoras
Solution design
Architecture tailored to your needs. → A documented, scalable project capable of integrating multiple channels and systems.
Installation
Phased deployment without disrupting your operations. → Functional and certified infrastructure
Management and support
Monitoring and integration with systems and tools → Full traceability and agile support
OUR TECHNOLOGY PARTNERS
Strategic partnerships that drive innovation
Other corporate communications solutions
Discover the rest of our portfolio
Multimedia
Boost interactivity and maximise the impact of your communications.
Video conferencing
Encourage fluid and immersive meetings.
Unified communications
Create smart communication experiences.
Customer collaboration and relations
Build effective and personalised interactions with your customers.
IP telephony
Guarantees efficient and quality communication.