Agents can now provide excelent customer service using a unique tool

Industry: Financial
Location: Guatemala
Solution Replaced: Genesys

Ficohsa is a financial group of Honduran capital, leader in Central America, made up of Bank,
Insurance and Pensions with presence in Guatemala, Honduras, Nicaragua, Panama and the United States.

Ficohsa has an outstanding position in the market in personal and corporate banking due to its great human team and constant innovation, with a focus on technology. In this line, they selected uContact to replace the Unify solution in their Contact Center operation, to optimize and improve the customer experience.

Adapting to Every Operation

While searching for solutions to optimize its Contact Center, Ricardo Rodriguez, Marketing Manager commented “We needed a tool that suits our business needs and we were not achieving the results with Unify. After evaluating tools such as Cisco and InConcert, we opted for uContact for its ease of use and flexibility. We have surpass the expected results and we were accompanied at all times by their support team.”

They found in uContact a solution that met all their requirements and a team that understood their needs to perform the customization required to maximize the results of their business. In the implementation, custom management forms were created for the bank, with full integration with Salesforce, to optimize the use of both tools.

In this process they relied on our partner Orade, who advised them at a functional and technical level, to define the best solution. During the process they thoroughly evaluated several tools at a functional and technical level, ensuring that they meet the bank’s quality and safety standards.

Surpassing Objectives and Indicators

Ficohsa has achieved an improvement in all business indicators since the implementation of
uContact. These results can be summarized in four points:

1. Super friendly interface to improve the agent experience.
2. Intelligent use of dialers and the possibility of adjustment in real time.
3. Customized system for the bank’s operations.
4. Salesforce integration.

In addition to this, with the local support of our commercial partner Orade, with extensive experience and knowledge, a significant reduction in operating costs was achieved. This was due to the lower equipment requirements of uContact compared to the previous solution.