Omnichannel Approach

Omnichannel Approach

What is knowledge management and why is it important in a company?

11 November 2022
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Automatic identification for contact center: customer recognition with IVR

08 November 2022
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Automated availability: the contact center in action 24 hours a day

28 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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Omnichannel strategy and the future of B2B e-commerce

03 August 2022
Integration between the physical store and e-commerce is a primary need for many companies, which need to adopt an innovative system capable of putting the customer at the center of attention and meeting his or her every need.
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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 care and customer interaction: support with video calls on Vidaoo

25 July 2022
Vidaoo is a WebRTC video conferencing solution. This tool is dedicated to the enhancement of contact center services. Its potential allows video technology to bring businesses and customers closer together. Vidaoo is made by Xenialab, Technology Provider of INGO Group, which also designed the omnichannel software XCALLY, an evolved product for contact center management and customer experience.
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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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Customer experience and Business Agility: how to improve the contact center and achieve customer satisfaction

20 June 2022
The consumer has become more and more agile, that is, he communicates with companies through all digital channels in a fluid and fast way. Business Agility is thus born from the need of companies to adapt to customers: great speed is required in making decisions and adapting to the market. The transformation towards an agile customer service is necessary, possible and advantageous, also creating a synergy between skills and technology, the prerequisite for the success of every contact center.
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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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Customer experience and complaint management: between expectation and reality

25 March 2022
The consumer experience: between expectations when purchasing a product / service and the bare reality encountered when dealing with what is actually bought. At that moment the complaint arises. Companies are increasingly oriented towards conflict management in a holistic way, involving all departments in resolving the critical issue. From the consumer experience to the business experience, a journey towards new horizons of the purchasing process and customer management. Ingo Education caters to companies, offering training courses to improve conflict management and perfect their efficiency on the market.
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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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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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Create a loyalty strategy thanks to the Omnichannel Customer Journey

04 February 2022
How important is the experience of the average user to bring value to a brand, to a company? What strategies must be put into practice to ensure that a customer's experience becomes a sounding board for the commercial development of companies?
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Lead generation: what it is and how to do it effectively for companies

19 January 2022
Being able to obtain results in line with one's expectations and with the services offered by a company is a very important goal in today's B2B world. The strategies with which new customers and useful contacts can be acquired are now many and spill over multiple channels. The so-called Lead generation is one of the most effective.
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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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The 5 mistakes to avoid in the omnichannel strategy

17 November 2021
What are the biggest mistakes to avoid when we talk about omnichannel and why is it essential for a company to be able to make the most of an omnichannel strategy?
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Omnichannel retail is the future of the shopping experience

17 November 2021
The average consumer is becoming more and more demanding, thanks to the massive use of the web and the possibility of interacting directly with manufacturing companies. The field of omnichannel retail is at the forefront of daily user management.
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Sentiment analysis, a powerful tool for retail customer care

17 November 2021
Today it is increasingly important to use sentiment analysis to better understand the needs of its customers, to improve brand reputation.
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The challenges of the automotive sector: how to overcome them by renewing the customer experience

17 November 2021
Being able to renew oneself, in a competitive sector such as the automotive sector, is a fundamental process to be able to overcome today's market challenges and offer oneself to the customer in an innovative way.
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Omnichannel 2021: Italian companies can no longer delay

17 November 2021
2021 was a year of reconquest, of restarts and of discoveries: understanding how the channels of communication and interaction with one's customers have now fundamentally changed has been the keystone for the digital transformation of many companies.
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Business Continuity Plan and Smart Working

17 November 2021
Being able to ensure operational continuity even in the event of severe criticality, as well as allowing one's employees a different way of relating with the company, are the optimal solutions for a working world in the making.
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Virtual Secretariat services for a new approach to business

15 November 2021
In a world increasingly projected towards Smartworking and the use of technologies that allow remote contact, even the concept of the traditional secretary is changing, giving way to hybrid and innovative methods that allow smart management of all tasks that seemed necessarily intended only for a certain type of worker.
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INGOEducation and the approach to digital transformation

12 November 2021
Inspired by technology, powered by humans is the claim of the INGO group from which INGOEducation draws its vision to create and propose tailor-made workshops based on the specific needs of the customer.
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Why you need to build a sales funnel

11 November 2021
To increase sales on digital channels, Web Sales use a valuable tool to organize their business: the sales funnel.
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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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Kiosk technology and the impact of social distancing on business

10 November 2021
How much has the pandemic had a strong impact on relationships, even at a business level and how can kiosk technology be a valid help?
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The XCALLY Case Study - AnswerNet for Contact Centers

10 November 2021
Thanks to the innovative solutions of XCALLY SHUTTLE and MOTION also AnswerNet, leader of the contact center market in the USA and Canada, was able to choose our software solution to manage its services in an omnichannel perspective.
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Digital health: the opportunities to innovate health processes

10 November 2021
For a digital healthcare process that follows the end-to-end needs, some implementations and modifications are necessary to improve the user experience and facilitate the task for the healthcare professionals involved.
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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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The Kreiss and XCALLY Case Study in the management of the logistics market

10 November 2021
CSC Telecom will provide XCALLY Motion contact center solution in Kreiss, a notable service provider in the European logistics market
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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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