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Our submission focused on our relationship with the European Union, where we support all EU citizens and all 24 official EU languages.
The EU saw a strong need to make itself more palatable to younger citizens, including moderation via WhatsApp and other channels. The EU repeatedly heard from its citizens that they weren’t relevant to younger generations and needed to solve citizen issues through more modern channels. Conectys allowed that to happen, and now our work with the EU has been recognized by the Engage Awards.
We also built a customized version of our Customer Support Platform, ConectysOS, for their use.
In the early days of our engagement, we responded very quickly to calls for customization and were always available for feedback. We rolled out AI + prediction software in the contact center, and Spam queue + tagging was implemented as well. Natural Language Processing — in the home language of the specific agent — provides guided answers to agents — presenting them with 2-3 options for answers, and the agents select the correct suggested reply. Language fluency was incredibly important to the EU in this partnership, so we focused our hiring efforts on very targeted geographic profiles to keep the 24 languages covered eight hours per day, M-F.
The Engage Awards, organized by Engage Business Media, encompass all areas of excellence within customer and employee engagement, with the finalists across the Awards categories spanning every single industry sector.
This year’s winners will be announced in a glittering ceremony on December 2nd and will be attended by hundreds of customer and employee engagement professionals.