To promote interoperability between heterogeneous applications in order to fluidify the call center operators actions, was Natixis’s challenge when they relied on Contextor’s services.
In which context did Natixis decide to enlist Contextor’s services ?
The collaboration with Contextor was part of a global project launched in 2013 by Natixis Funding. The aim ? To develop our workstations applications, for the 300 operators of our four centers of customer relationship in charge of the after-sales service. The purpose of such an approach: to enable our systems and heterogeneous technologies to communicate better. The challenge was to promote integration between different applications, and to allow a more fluid pathway between business processes. This was especially true for telephony, through two improvements: implement a telephony software to virtualize incoming calls in our centers, and foster a 100% automated management of these calls on the operator’s screen to optimize up-to-date customer’s info.
How has Contextor’s solution responded to such problems?
We chose Contextor – following a tender – since their tool is the most appropriate in regards of our expectations. And this by allowing to ultimately concretize,this project simply and at a very competitive cost. The lightweight and flexible solution avoids any intrusion into our applications or any IT development in our back office. The responsiveness of Contextor is also to be highlighted since the project deployment was done on time, in 300 days.
What about the gains for the operators ?
First a greater operational efficiency! Indeed, thanks to Contextor’s tool, none of the tedious manipulations from one system to another need to be performed manually anymore (copy and paste, etc.) . They are now linked automatically, from telephony to centralised or distributed applications in Java. For the comfort of the operator who can now have one-click access to key information of each customer. Contextor has improved so much the lives of our teams, that we integrate a new and more powerful version of the tool every four months. For 2015, we are working on a possible migration of the solution for other activities.
“Contextor’s tool has changed the lives of our operators”
In : Encart spécial de « Relation Client » Le Magazine 100% orienté client, Avril 2015, page 9.