● An entity specializing in customer experience improvement and business process transformation
● Solutions at the forefront of the "human & digital" convergence
● A comprehensive offering - Consulting, Automation, Data Analytics & Artificial Intelligence, Digitalization - creating value for the customer and consumers.
The Intelcia Group, a global outsourcing player present in 16 countries, launches E-voluciona on the French market. It is a customer experience consulting entity, specialized in improving the operational efficiency of services through the use of advanced technological solutions, solutions that foreshadow the future of customer relations. Thus, Intelcia makes innovation the key card of its expertise.
After the success of E-voluciona on the Spanish-speaking market, with more than a hundred customers and several awards* to its credit, the launch on the French market is a response to Intelcia's desire to get closer to its historical customers and to let them benefit from all the Group's expertise.
E-voluciona's DNA crystallizes a dual expertise, combining consulting and technology on the one hand and operational control on the other. "E-voluciona offers services and solutions for the Group's customers as well as for any company wishing to further structure an internal customer relations activity, to carry out a digital transformation of its customer journey or to improve the efficiency of its processes. Our dual expertise, operations and consulting, allows us to establish a complete diagnosis, to identify customer irritants and areas for optimization, and then to develop efficient and appropriate solutions in order to deliver quantifiable operational results," explains Hanaa Sadouk, Director of E-voluciona France.
E-voluciona thus offers end-to-end support of the value chain, and this, for all sectors of activity in which Intelcia has developed an expertise of over 20 years. In addition to CX consulting, whether strategic or operational, E-voluciona's service portfolio includes automation solutions, virtual assistants, interaction analysis, customer data analysis and low-code digitization.
Automation solutions (RPA- Robotic Process Automation-) and selfcare solutions, such as virtual assistants -chatbots and callbots-, aim to optimize brand processes, improve customer journeys and the quality of service provided to customers, and free employees from simple and repetitive tasks to dedicate them to the most complex customer needs and which require expertise.
The Smart Analytics offer (Speech analytics and Smart predictive) is based on generating value from data analysis. Voice analysis, commonly called Speech Analytics, allows to detect the emotion and tone of voice of a customer, the reason for the call, customer dissatisfaction, ... to improve the customer experience. The exploitation of data related to customer history (CRM) and the use of predictive models (Smart Predictive), allows for a better understanding of customer behavior and to proactively identify irritants in the customer journey.
The use of Low-Code solutions allows to accelerate the digital transformation of brands, and to bring more modularity and agility.
(*) E-voluciona has won several awards including:
- Best Innovative Project with the Smart Analytics Center - Customer Experience Development Association (2021)-
- Best Digital BPO project and Back Office solutions (E-voluciona - Naturgy) - Platinium Awards (2021)
- Best Intelligent Virtual Agent Project (Vozitel - E-voluciona) -Contact Center Awards (2020)-
- Best Strategic and Technological Project - Customer Relationship Excellence Awards (2019)-
Founded in 2015 in Spain, E-voluciona was a pioneer in creating a consulting & innovation unit within an outsourcer. It supports brands in transforming the customer experience as well as optimizing processes using the most advanced technologies. E-voluciona has won several awards in the Spanish market.E-voluciona joined the Intelcia Group in 2021 as part of the acquisition of the Spanish group Unisono.