Telefónica and the 4 C’s (Cognitive Contact Centre Catalyst)


In collaboration with Telefónica, and with participation from Nokia, CA Technologies and Verbio, everis developed a new Cognitive Contact Centre Catalyst.

The Cognitive Contact Centre Catalyst brings the customer experience into the digital era.  An era that is defined by entry of new digital competitors, who are pinching the margins and revenue from existing players.

It is not news that customers expect a consistent experience across all touch points with companies, whether that is in a shop, through the web, on a mobile app, chat or the contact centre. To achieve a truly consistent customer journey across all channels, the customer care model needed to be turned on its head. This project started at the most traditional channel, which non-incidentally, also carries the largest operation costs; the contact centre.

Using artificial intelligence, new technologies and new techniques of design thinking, we developed a solution that is always available to the customer, that does not run a customer through a linear menu but delivers information or solutions in a cognitive manner – fully supported by predictive data and data intelligence.

New customer journeys were underpinned by innovation and an agile vision that can respond to new and future challenges. It delivers personalisation and at provider level, reduces costs.

Our partnership brought together Telefónica’s extensive market knowledge, Verbio’s voice recognition solution, CA Technologies API management and Service Visualisation platform with the everis Virtual Agent (eVA) for a new way of working.

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