e-Contact: Omnichannel Customer Engagement delivered through Digital Transformation

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Patricio Caceres, General Manager, and Co-Owner
COVID-19 came as a wake-up call for organizations that were not digitally enabled to meet remote operational and workforce needs. Digitalization--what once sounded like a tech-buzzword across quite a few Latin American countries—has now become the core of businesses that have redesigned customer experience models to be centered on digital transformation. e-Contact is among the pioneers bringing forth such transformative initiatives, in turn, driving value for clients and their customers. “Today, digital transformation has allowed organizations to manage their customer’s transactional journey from the start through remote working/work from home establishments,” begins Patricio Caceres, General Manager and Co-Owner of e-Contact. “Such customer engagement solutions have been predominantly voice-based, but have now transitioned into text or non-voice digital tools, constituting a digital ecosystem.”

The Latin American countries have relied on digital tools such as WhatsApp and similar free-for-use messaging platforms for communication, as a viable substitute for paid services such as SMS. Undoubtedly, these tools are indicative of the fact that digitalization has become a vital constituent of the communication backbone of the nation. e-Contact’s business motto and digital solution set serve as prime examples of the aforementioned digital tools that bring about the necessary customer engagement in the enterprise landscape. Patricio believes digital solutions, in tandem with social networks, contact centers, human resources, and transactional departments of a business, need to work in synchrony to achieve effective customer engagements. Armed with a comprehensive toolset, ranging from voice bots, chatbots, data analytics, and business intelligence solutions, e-Contact uplifts customer experiences as they interact with vendors for various value-added services.

Moreover, e-Contact’s omnichannel customer engagement and experience solutions are energized by artificial intelligence. This module enhances communication channels, particularly in these difficult times, when businesses are trying to secure their customers and uphold their requirements. “Some of our clients in the airliner industry face a hard time due to the pandemic. And, digital transformation has proven to be the secret sauce to effective communication,” adds Patricio.


Digital transformation has allowed organizations to manage their customer’s transactional journey from the start through remote working/work from home establishments


e-Contact empowers clients to remain agile in the enterprise arena, helping business agents to plan customer engagement journeys efficiently. The company customizes digital tools and solutions per various business requirements, allowing these agents to build upon the pre-existing brand value and develop long-term loyalty programs for the end-customers. Coupled with the essential guidelines to implement these tools, e-Contact steers its clients in the road to digital supremacy in the customer services landscape.

e-Contact’s Contact Center Cloud, Lynn.cx, is a unique solution among the many tools that have proven their merits in achieving digital transformation. The intuitive platform features a quick configuration of client accounts and offers seamless integration with existing IT infrastructure. The platform is pillared on three essential functions: Accessibility, Zero Infrastructure, and Flexibility. Through customizable subscription programs, e-Contact brings together diverse communication channels such as chat, SMS, email, and telephonic communication into a single, comprehensive ecosystem. Irrespective of the mode of communication, e-Contact ensures that end-customers are provided the information they need. This subscription model serves as a scalable infrastructure that adapts to the growing needs of businesses as they expand in the industry.

The post-COVID-19 world continues to pave the way for many such exemplary tools to emerge in the enterprise arena, which empowers organizations to uphold their customers’ needs and requirements. e-Contact has established its foothold in the Latin American soil as a pioneer among many such leaders specializing in digital transformation.

Company
e-Contact

Headquarters
Santiago, Chile

Management
Patricio Caceres, General Manager, and Co-Owner

Description
e-Contact’s Contact Center Cloud, Lynn.cx, is a unique solution among the many tools that have proven their merits in achieving digital transformation. The intuitive platform features a quick configuration of client accounts and offers seamless integration with existing IT infrastructure. The platform is pillared on three essential functions: Accessibility, Zero Infrastructure, and Flexibility. Through customizable subscription programs, e-Contact brings together diverse communication channels such as chat, SMS, email, and telephonic communication into a single, comprehensive ecosystem. Irrespective of the mode of communication, e-Contact ensures that end-customers are provided the information they need. This subscription model serves as a scalable infrastructure that adapts to the growing needs of businesses as they expand in the industry

E-Contact