Resources

Ceritek manages several contact centers across the country for one of its clients. It provides different levels of support and it is in charge of installing new channels such as proactive chat, call back and co-navigation and new features among which a new scripting tool, the deployment of voice recognition technologies, and in the longer run, the overhaul of the client infrastructure to make it more flexible and resilient considering recent events.

Ceritek set up the distribution of the user’s flows and help the company to manage its core activities with much more efficiency. Our client has ambitious customer promises that require real-time management and precise planning in order to anticipate and absorb significant peaks in daily loads. Ceritek also takes care of the deployment of new channels (whatsapp, co-browsing, etc.) to offer the end user a unified experience regardless of the device or platform used during the interaction.

Ceritek ensures the maintenance and the support for the emergency services’ contact centers. For obvious reason, this client has critical objectives in terme of availability and short response time in order to operate. Through its action, reactivity and expertise, Ceritek is proud to contribute to the performance of our public services.