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The concept is based on Amazon Connect , an omnichannel contact center service from Amazon Web Services ( AWS ), from Embratel , and offers integrated voice service , as well as automated and dynamic tools for SMEs to provide elevated assistance experiences . the phone . Up to three agent profiles can be configured , as well as automatic welcome , waiting , and office hours messages .

Companies can track and analyze all calls through a unified and automatic digital interface .

Through the application , it is possible to control the center in an intuitive way , managing workflows , agents , and call routing in one place .

“ Embratel always seeks to expand its portfolio so that organizations of all sizes and segments have access to technologies that support the digitalization of their operations . The new solution is another initiative to bring innovation to the market ”, says Mário Rachid , Executive Director of Digital Solutions , Embratel . “ Now , smaller businesses will also be able to improve interactions with their customers – with more professional contacts .”

SMEs make a significant contribution to Brazil ’ s economic growth and play an important role in job creation and innovation . However , they struggled to invest in contact center solutions , even in the face of customers ’ need for more professional service .

Among the obstacles were a lack of technical knowledge to manage a relationship center , as well as the perception that the small size of the business would be an impediment .

Embratel ’ s Easy Service was created precisely to demystify complexity and pave the way for an enriching customer experience .

Automatic dashboards with various metrics allow advanced information searches , automated contact categorization , and daily detailed reports so that managers can better coordinate initiatives .

In addition to real-time report queries , the solution also stores historical data .

Based on the information analyzed , adjustments in communication strategies can be implemented .

“ Establishments that don ’ t invest in a contact center often have fragmented and inefficient communication with customers . Without a digital service platform , managing interactions and maintaining a consistent history is not possible , resulting in consumer dissatisfaction and lost sales .

With Easy Service , SMEs improve the experience in interactions and operational efficiency , increasing customer loyalty ,” said Rachid . p

With a fixed monthly payment , the contracting of the offer is done directly through Embratel ’ s website .

From this , a specialized team from Embratel collects information about the business and the demands of SMEs to scale the desired delivery . After analyzing the data , the plant is implemented with a high degree of customization .

Easy Service configures voice channels with a phone number already included and enables active and receptive dialling .

An Interactive Voice Response ( IVR ) can be implemented , offering up to five custom messaging options .

This enables more agile communication with the customer , presenting a menu of options that can be selected through numeric keys on

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