Omnichannel marketing between loyalty, awareness and customer experience improvement
12 July 2023
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Unified customer experience: how to establish an omnichannel relationship with customers
28 June 2023
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AI Reception, the switchboard that combines human operators and artificial intelligence
09 June 2023
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How customer sentiment reshapes the customer experience: reducing negative experiences and improving consumer well-being
18 May 2023
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Dedicated customer care and personalized experiences: how to create strong customer relationships
17 May 2023
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Immersive customer experience and conversational experiences: customer expectations and immediate assistance
10 May 2023
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Conversational marketing and artificial intelligence: how chatbots help companies
21 April 2023
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Customer experience, experiential marketing and technology: how the consumer has changed
21 April 2023
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Evolved switchboard: the case study of a well-known hospital. How voicebots improve customer service
18 April 2023
In this case study we are going to analyze how the use of an evolved switchboard enabled a well-known hospital to improve its customer service.
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Immersive customer experience: customer service trends and what's new in artificial intelligence
27 March 2023
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Automated availability: the point of contact between companies and customers. Automated service for managing interventions
22 March 2023
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Digital transformation and artificial intelligence: how customer care has changed
14 March 2023
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Case Study: XCALLY and the evolved IVR for CAAF CGIL
13 March 2023
What we are going to explore in this Case Study are the many possibilities that XCALLY, applied to the customer journey, makes it easy to achieve.
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Integrated customer experience between human and machine: how artificial intelligence is changing contact centers
08 March 2023
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Conversational experiences, predictive analytics and phygital: the new frontiers of customer experience
27 February 2023
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Conversational marketing and customer experience: the value of chatbots and customer satisfaction
15 February 2023
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Generative artificial intelligence, the ChatGPT boom, and how to improve customer management
08 February 2023
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Automatic identification for contact center: customer recognition with IVR
08 November 2022
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Contact center: the quality customer care solution for RSAs, ASLs and healthcare facilities
12 October 2022
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Evolved switchboard: managing customers and requests with voice bots
11 October 2022
Automated main call handling systems to a switchboard enable support and decongestion of URPs and internal switchboards. This solution is widely used in health care facilities. The evolved switchboard recognizes requests made by users and sorts them according to predefined procedures, relieving human operators and enabling reduced waiting times.
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Contact center: new trends, between omnichannel and customer experience
14 September 2022
How is the contact center evolving? What are the trends that are making a difference? Between the importance of omnichannel systems to improve the customer experience and the ability to pander to consumer needs.
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Virtual secretary: the scalable solution that helps corporate business
07 September 2022
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Inbound marketing and customer service: how to attract and satisfy customers
04 August 2022
For years, outbound marketing has been the most widely employed mechanism in the universe of business communication and sales: companies would go to great lengths to find customers, act personally and actively to procure consumer acceptance and increase sales volume. In recent times, however, inbound marketing, or a strategy that gains customers' attention and makes a company easy to find, has become increasingly popular.
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What is BPO? How to support companies in consumer management
03 August 2022
Business Process Outsourcing (BPO) is the subcontracting of business functions to outside vendors and managers. Thus, it involves outsourcing some processes, delegating tasks and duties to specialized companies. In this way, companies can focus on their core competencies and core business while simultaneously being able to reduce costs and rely on specialized consultants.
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Customer experience: 3 steps to ensure consumer satisfaction
19 July 2022
Customer experience has now become a key determinant of not only the success of a single sale, but also of a customer's loyalty and brand reputation. Eighty-six percent of consumers are willing to spend more in the face of a memorable customer experience: know, design, and enable are the three steps to succeed. The goal of an omnichannel project is precisely to offer personal experiences by acting on a distributed context across multiple channels.
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On-call management: the automated and centralized solution for contact centers
19 July 2022
On-call management: the contact center service that connects customers with designated maintenance and service technicians. The consumer calls the switchboard and, based on availability, is put in touch with an expert already connected to him.
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BPO customer care and help desk: flexibility and cost reduction for companies
19 July 2022
Outsourcing of some business processes is an increasingly common practice. Many companies decide to focus internal resources toward their core activities by outsourcing activities, often backoffice or customer care, to partners highly skilled in relationship and process management
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Case study: how artificial intelligence and IVR systems help companies improve workforce management
06 July 2022
In this case study we are going to analyze how the use of artificial intelligence and IVR, through XCALLY's platform, have enabled a leading security company to optimize the management of its workforce.
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INGO at CXO Day: the event that responds to the needs of the new digital customer journey
15 June 2022
Diego Gosmar, Head of International Operation of INGO, will speak at CXO Day, an event that will deal with the Hybrid Customer Experience and omnichannel experiences in the new digital customer journey. The appointment is for next 30 June at the Unahotels EXPO in Pero (Milan) and we will focus on artificial intelligence in the contact center for an omnichannel customer experience.
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Customer experience and digital universe: the journey of consumers on the web between bounce rates and user loyalty
03 June 2022
Customer experience: how the consumer journey changes during the purchase process between online search, bounce rate and user loyalty. Understanding how consumers behave at each stage of their online visit is the magic ingredient to achieving a perfect customer experience. The Contentsquare study.
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Voice Bot and the real-time customer experience: a successful case study
03 June 2022
Voice bot allows you to automate a large number of processes such as booking an appointment or solving some problems encountered by customers. The customer calls the customer service, a robot answers, the user speaks and the dialoglow receives, the system responds in a textual manner and is converted into voice, thus providing the necessary support to the customer. A Voice Bot that responds in real time allows for maximum user experience.
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Evolved IVR, Customer Experience and customer satisfaction
31 May 2022
Dario Panzeri, Ingo's automation engineer, spoke to CXNow on how to manage a customer service thanks to advanced IVR solutions.
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Customer experience and hybrid Contact Center: the phygital multi-channel approach
30 May 2022
Luana Beni, Ingo's commercial director for Italy, spoke to CXNow regarding the hybrid contact center. The contact center is a leading player in the management of contacts and the hybrid multi-channel phygital, available thanks to the most modern technologies, allows the real integration between the different remote channels and an integrated process with the physical channels.
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Toll-free number and contact points: the ARERA legislation and INGO's solutions for companies operating in the municipal waste sector
20 May 2022
ARERA resolution 15/22 obliges companies operating in the municipal waste management and disposal sector to set up a toll-free number and online or offline contact points for their customers. From 1 January 2023 it will be mandatory to have complied with the directives imposed by the Regulatory Authority for energy, networks and the environment.
Phonetica, a company of the INGO group, proposes itself as a partner for the creation and / or telephone management of the toll-free number. XCALLY, the omnichannel software used in over 70 countries, allows you to manage the relationship with customers online in a practical and fast way.
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INGO A CXNow, the reference event for customer and service experience
11 May 2022
Luana Beni and Dario Panzeri will speak at CXNow, the Italian reference event for what concerns the customer experience, the employee experience and the service experience. INGO professionals will speak on May 24 in Milan: the Italian sales director will focus on the hybrid contact center, an essential tool to offer consumers an optimal customer experience; the automation engineer will talk about how to manage a customer service thanks to advanced IVR solutions.
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WhatsApp and customer service: the use of WitiOp and the Kone case study
10 May 2022
WitiOp is the software that allows you to manage WhatsApp for the customer service of your company. Customer service, customer care and the Kone case study with the satisfaction survey.
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Artificial intelligence: investments doubled in the last year. Forecasts up to 2025
27 April 2022
Investments in artificial intelligence have doubled in the past year. This is what emerges from the fifth edition of the Artificial Intelligence Index Report, prepared by the Institute for Human-Centered AI of Stanford University. A group of experts from academia and the corporate landscape highlighted that private individuals invested 93.5 billion dollars (about 85.35 billion euros) in 2021, or more than double the 46 billion dollars (about 42 , 5 billion euros) recorded in 2020.
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Case Study: How XCALLY has improved the customer service of Synlab, a leader in the health care sector
20 April 2022
In this case study we analyze how the use of artificial intelligence systems has allowed our customer Synlab, the leading medical diagnostics group in Italy, to improve their customer service.
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The importance of data literacy for companies: the development of data literacy
12 April 2022
By 2030, data literacy will be a key skill in the world of work. The ability to know how to analyze and exploit data will be decisive for the various company activities and to be able to enrich the business of a company.
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The importance of customer operation in digital transformation. Dario Panzeri's speech at CMMC
14 March 2022
How can we differentiate the various technologies that automate repetitive processes and operations? How can the customer experience be improved? Starting from a successful case study, Dario Panzeri, Automation Engineer at INGO, analyzed the current landscape in an event organized by CMMC.
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What is the Machine learning? How it works and how can you use it?
09 March 2022
What is machine learning? Which could be its uses and fields of application? Machine learning and artificial intelligence at the service of companies, businesses, businesses and individuals in everyday life. XCALLY, when omnichannel meets machine learning.
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The Autoguidovie Case Study for customer service management
16 February 2022
In this case study we will analyze how the use of artificial intelligence and IVR, thanks to the platforms of XCALLY and Acuto, have allowed the public transport company Autoguidovie to optimize its customer service.
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What is a Database?
25 January 2022
Why is data increasingly important and how is it organized, managed and used? How do databases become a fundamental tool that involves not only the sphere of pure computing, but also the fields of semantics, AI and everyday life?
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Covid-19 impact on call center market
23 December 2021
What became clear during the Covid pandemic is how classic parameters with which we relate to everyday life have been totally transformed and revolutionised. Especially from a working point of view, this impact became more evident as the months passed and the existing interaction forms were no longer suitable to meet companies, businesses and small businesses needs.
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INGO and Xenialab: an integration to innovate the future of customer operations
17 November 2021
INGO acquires Xenialab to enhance its skills and strengthen its international positioning
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Implement Conversational AI to improve contact management with XCALLY and Dialogflow
10 November 2021
In this Case Study we see how Inicia Soluciones, XCALLY certified partner in Spain, designed a Voice Bot for one of her clients, using XCALLY IVR Designer and Google Dialogflow.
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Sharing mobility and vehicle tracking: the opportunities
10 November 2021
In a world increasingly marked by green, with attention to the future of our planet, even small daily habits, such as moving around, become a test bed for all of us.
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XCALLY Motion for Tahya Misr, a fundraiser in Egypt.
10 November 2021
Hosted Services, our XCALLY partner in Egypt, has taken a "fast project management" approach to development, using the XCALLY Motion solution, to help people challenged by the pandemic.
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Control Room: the digital brain of a company
09 November 2021
Having a Control Room today is essential for company monitoring and security, so that the management processes of these activities are always fluid and effective.
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Customer Service Agility: the mantra of the customer experience
09 November 2021
Why is the transformation towards an Agile Customer Service today not only necessary, but also possible and advantageous? How to best achieve it?
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Phonetica and the Customer management contact center BPO
09 November 2021
A BPO today is not just simple telephone assistance: with tools such as technological innovation and omnichannel it is now possible to provide a customer experience on various levels, optimizing the resources involved.
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How Artificial Intelligence can improve customer management
08 November 2021
How can Artificial Intelligence make a difference in customer management and why is it so important to leverage conversational AI in customer interaction processes? How much has Covid-19 had an impact on the development of omnichannel technologies? What awaits us in the near future?
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