Report of the testimony of Jean Pares, Director Produced & Support, Conecteo
Conecteo is the editor of the management solution of the Interactions Customers, Kiamo. This solution is addressed to the companies for which the intelligent piloting of the entering and outgoing interactions constitutes a strategic issue. Among the customers of Conecteo, one finds a large number of insurances of foreground, banks, companies of the sector of the distribution (in particular E-commerce) or industry.
« These companies have centers of contacts in which work of tens, even of the hundreds of agents. The good performance and the reliability of the application which controls the distribution of the calls to the agents are important criteria when our customers decide to choose Kiamo » explain Jean Pares, Produced Director and Support at Conecteo.
In 2009, the Kiamo solution was pressed on various technological bricks provided by partners for the features of telephony; for example, diffusion of files sounds, the setting in conference, the recording or the detection of responder.
“At that time, we decided to seek a single solution, highly available, which would enable us to homogenize our park customer. The solution of NG Media (ex ComISDN), NG Media Server, who is a software brick being integrated in the architecture of the applications of communication ,met these aims perfectly. We wished to concentrate on our core business which consists in organizing in an intelligent way the distribution of the phone calls, of the e-mails, etc with the agents, and to spend thus less time on the technical part related to the telephone infrastructure of the customer “.
Conecteo then decides to test then to integrate the solution of NG Media into the architecture of Kiamo. “The integration carried out between Kiamo and NG Media Server is fine and exclusive. NG Media took into account what existed already in Kiamo and managed compatibility between the two applications. This capacity to be adapted to the environment of development of Kiamo completely convinced us of the relevance of this partnership. “
In the course of time, NG Media Server is proposed in a systematic way to all the customers of Conecteo, in partnership with Kiamo, and its reliability is never reconsideration. “NG Media and Conecteo have the same requirement for final quality, as well as the same flexibility to answer at the request of client. We developed a very narrow partnership of which each one of our two companies profits. If Conecteo regularly informs of the increase customers in NG Media, contrary, the suggestions that they bring to us are always relevant. “
Today, the assessment which J Pares avoid is completely positive: “Since its installation, this partnership is based on reliability, the flexibility and the reactivity. To that is added a very pleasant human report still reinforced by the geographical proximity. Our shared forces enable us to advance together towards the improvement of our products while continuing to satisfy our customers “, he concludes.