Four brands in one workspace
The contact center brings together workflows for four brands. Staff work with WhatsApp conversations and calls in a shared interface.
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De’Longhi
A shared contact center with service quality review
Managing customer inquiries for four brands in one workspace: WhatsApp, telephony, Bitrix24 and Kaspi orders. AI analysis of conversations and calls supports quality control.
The business need
The De’Longhi Group Kazakhstan team needs visibility into communications across several brands and tools to review service quality. Conversations, calls and order data need to be available in the context of each customer relationship.
De’Longhi
What we implemented
Context for each inquiry
Bitrix24 and Kaspi integrations connect communications with customer information and orders.
AI quality analysis
Reviewing conversations and calls against a checklist helps identify service issues and inquiries with strong purchase intent.
Tools for managers
Managers can review chat conversations and analyze calls as part of their customer service quality assessment.
What changed
Customer feedback
In its reference letter, the customer confirms that the team gained a tool for comprehensive service quality control. Calls and conversations are available for prompt review without manually searching through inquiries.
De’Longhi Group Kazakhstan
“We can now promptly analyze calls and review chat conversations without spending time manually searching for and sorting through inquiries.”
Translated from Russian. Original document linked below.
De’Longhi letter (PDF)ASQ · Almaty
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