Rinascente S.p.A. is a collection of shops founded in Italy at the beginning of the 20th century with headquarters in Milan, owned by the Thai Central Group.
In just 1 month, we created the new Contact Center Now Rinascente.
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The need
Rinascente, was looking for refreshing their customer service technologies, improve the customer experience, making them tailored and reliable. The needs were to simplify the voice services: improve agent and customer experience, automate processes.
The solution
The solution is Contact Center for customers and suppliers based on Amazon Connect and SFDC: more than 80 agents and several services mapped on a single inbound DID number.
The results
Now Rinascente is able to offer a better experience to its customers and a model that puts the customer at the center valuing all the past investments. Main benefits are:
- Time per interaction reduced
- Salesforce integration
- Monitor and configuration tools
- Customize reports for supervisors
- Call recording
0
95
of agent answer rate
0
1102
contacts answered in 15 seconds
0
261
contacts handled outbound
“Thanks to Eudata and Amazon Connect, we are able to offer a better experience to our customers and a model that puts the customer at the center valuing all the investments made in the past.”
ALBERTO BONORA – IT Infrastructure & Technologies Manager RINASCENTE VP of Marketing
