Sebastian Gutierrez, CEO“After working with contact center software companies, I realized that there was not just great discomfort in the sector but also high staff rotation that led to low productivity. In addition, something that should be very simple became extremely complex for agents and supervisors. To simplify the overall process of management of enterprise contact centers, Integra CCS came into existence in 2010,” asserts Sebastian Gutierrez, CEO, Integra CCS. He further explains that the solutions that were in the market were extremely complex, expensive, not very innovative, and could not adapt to the changes and reality of the contact center. This ended up in a hairball of different solutions with the problem who’s to blame? Given the importance of Human- Computer interaction, the idea behind Integra was to assist people in making better decisions as well as improve and facilitate the job, not to replace people’s jobs. “At Integra, we believe in making agent’s work simpler, organized, and more enjoyable. We are convinced that this is the only way to achieve real customer satisfaction.”
Integra is focused on developing solutions that can help contact centers to offer better experiences to their customers, in every interaction, through any channel. With the ever-growing need for increased customer satisfaction, several trends have been impacting the Contact Center Technology solution space, including Deep Learning (Omnichannel Bots, WFM), AI, simplifying UI/UX, Multitenant vs. Multi-instance, and Cloud vs. On-Premise. But the tools in the market for making the interaction flows involved touching code, took a long time, and were complicated. Moreover, different companies specialized in a small part of the total, such as telephony, web chat, SMS, all separately as the focus was on having a “best of breed” product. Integra mitigated this issue by developing a flexible product, having a low level of coding, and could integrate with any communication channel that may arise in the future kind of a “bring your own channel.”
With an aim to put together all the “best of breed” features in a single, unique product, the company offers—uContact—an “All-in-One,” simple, and flexible solution for all the communication requirements of a Contact Center. It makes conversations happen easily and effectively, including inbound, outbound, and blended calls, with automatic call distribution to ensure that every call is routed to a qualified agent.
At Integra, we believe in making agent’s work simpler, organized, and more enjoyable
The agents can choose to engage with their customers over a call (both audio and video) or a webchat. To personalize the experience even further, the solution enables users to expand their reach by quickly responding to issues across the customer’s preferred channels that include social media platforms, and also Whatsapp. “The main challenge was to walk through the thin line between flexibility and ease of use, so we designed uContact to “see” what is happening in each channel and have an intelligent distribution of interactions,” states Gutierrez.
Apart from providing a virtual assistant, uContact allows users to send and receive multimedia content in an easy, reliable, and secure manner. The solution includes several other features like recording, dialers, CRM, WFM, call reporting, live monitoring, IVR, SMS, video call, and more. Being easy to use, uContact not only eliminates the technology “silos” but also reduces unwanted costs and eradicates the complexity of integration.
The flexibility and consultative support in project implementation, as well as a product roadmap based on clients’ feedback, make Integra a “durable differentiator” in the market. The company has a presence in 22 countries of Latin America, USA, and Europe and operates with customers regardless of their size by adjusting itself to every company’s operations. For the future, the company aims to rebuild its complete software from the group up based on new technologies and the feedback it has gathered throughout the years. Integra is prioritizing UI/UX with a modern architecture that will allow delivering new features faster and improving the speed of customization with new tools. “We started from the UX to build these features, and the first release will be in Q1 of 2020. Our solution will not just save time, but also improves the productivity of agents and supervisors while keeping their data safe and complaint,” concludes Gutierrez.