Almavia CX supports companies and administrations in the digital transformation of their customer relationship, which is evolving under the influence of new digital channels and services. These must more than ever work in synergy with the Voice, which retains important specificities.
Almavia CX's Contact Center division addresses omnichannel projects built around the Voice channel. This media retains specificities in terms of networks, quality of service, integration with the IS, business, organization, and architecture. To deal with them, Almavia CX has brought together dedicated skills and has built an ecosystem of actors specializing in voice and open to digital media.
- High availability and integration in a BCP
- Coupling between telephone and computer systems
- Voice-specific technologies
- Phone reception
Almavia CX's Omnichannel Interactions division addresses digital channel management projects (web, email, social networks, or Chat). The Voice channel can also be present, but it is then managed by a dedicated platform. This does not preclude a global view of all channels.
- Integration with Voice media
- Deployment, integration and implementation of a multi-channel contact center
- High availability, cloud and BCP integration
Customer relationship management (CRM)
Almavia CX's CRM division addresses projects aimed at deploying an omnichannel CRM shared by all the players in an organization in relation to its customers. The challenges: obtaining a 360° view of the customer, setting up cross-functional processes to satisfy him, dynamizing prospecting and sales, integrating into the IS, and meeting the constraints of steering, personal data management, and high availability.
- Design and implementation of CRM projects
- 360° vision and unique customer repository
- Architecture and infrastructure
- Integration with the IS and the contact center
IN'LI GROUPE ACTION LOGEMENT
Deployed an omnichannel customer interaction management platform to digitize customer service across voice and e-mail channels
Deployment of the Salesforce Nonprofit CRM solution
Implementation of a multi-channel contact center solution and development of a request dispatch engine
Development and large-scale deployment of an intelligent telephone call routing platform
Development of an application to assist in the indexing of "free" mail sent by contributors and retirees.
Deployment of a CRM solution coupled with an omnichannel contact center platform
Deployment of a CRM solution directly managing digital channels and coupled with a third-party solution dedicated to voice
Roll-out of Salesforce's Marketplace Governance and Sales Performance Optimization project
Study and development of a multi-services portal aimed at dematerializing all acts and document exchanges with customers.
We appreciated the technical and business expertise of Almavia's teams, as well as their availability.
We really appreciate Almavia's expertise, both in terms of development and architecture. Especially since 2019, the contract with Almavia has been made more flexible to reduce the time between the expression of a need and the response.
Customer relations are a major issue at Rent A Car. This period has shown that it is essential to maintain links with the customers in a crisis situation.
Almavia has been more than responsive to our needs. By integrating the Salesforce suite based on Einstein Analytics, our salespeople have the right dashboards to monitor a daily, high-performance relationship with Marketplace customers.
Almavia gave us access to a 306° view of our customers to efficiently process requests on all Engie's digital channels. Thanks to the Dimelo platform and Almavia's support, we were able to implement the solution in 5 months with progressive production start-ups.
We are very satisfied with the services provided by Almavia, which knows how to find the right people and place them in the right place. Their integration with our teams and their involvement in the implementation of the ToIP project were exemplary.
Following a call for tenders, Almavia was chosen as assistant project manager and project owner to take charge of the CAVEC's IS urbanization project.
The e-proximity project was carried out in record time by Almavia. The objective was to quickly carry out a project that would improve our relationship with our members by offering new, modern, and innovative contact methods.
At AXA, access to knowledge was fragmented, with different solutions in each entity. We entrusted Almavia with a scoping mission to select a knowledge base management tool shared by all our advisors, agents and sales people, so that they could access the right information at the right time. This mission resulted in the choice of the Salesforce solution and allowed us to structure our project. Almavia will now help our customer service department to implement this solution. We have indeed appreciated this ESN's mastery of the concept of knowledge bases and the extent of its ecosystem of editors.