Last July 14, at the inauguration of the new site in Madrid, the OM building, we were able to share with our customers an important day: we showed our new offices, fully adapted to the needs of people, in terms of sustainability and well-being. We were also able to offer a preview of Intelcia's roadmap in all that concerns innovation with the immersive experience in the metaverse that they had the opportunity to enjoy. To this company, we also added the presence of a representative part of Intelcia's employees, with the management committee of Morocco at the head.
More information here.
With the claim "Together We Build the Future", we have given way to a new stage in Intelcia where we wanted to show the union of the two worlds: the physical and the virtual, when facing new projects, both in the employee experience and in the relationship with customers. As innovators, we have spent years developing a pioneering work model in which physical barriers have been reduced, and digital tools are already a reality in collaborative environments. Now we are going a step further and starting to design a project that embraces the possibilities offered by digital tools such as the metaverse.
More information at here.
With 4300m2 of capacity, the OM building is a sustainable space with LEED Leadership in Energy & Environmental Design and WELL Building Standard certifications, two references to sustainability and the well-being and health of people, respectively. A space that reflects the spirit of Intelcia, its transparency, its drive for innovation, and its commitment to the people who work in this great family. A center at the forefront, a true generator of good ideas. Ideas lead us to build the future and face new projects at the forefront of innovation in Intelcia.
Last June 14 was held the seventh edition of the Barcelona Customer Congress. On this occasion, we had the opportunity to be silver sponsors of the hand of Antonio Diaz. He opened the presentation of "The customer service that only good people admit" with Victor Yanes, customer service manager and Pablo Rambla, director of customer support in Smart wall boxes.
The day was divided into three blocks where different presentations were made on Customer Service, Customer Experience and Employee Experience. The theme was "The art of relationships: pure emotion", an event where attendees could learn, meet and be inspired.
More information here.
Thanks to its work and effort, Intelcia Colombia has been awarded the bronze for the "Best Outsourcing Company". The LATAM Awards to the "Best Organizations for Customer Interaction" is an annual recognition born to value and identify excellence in the best Customer Relationship companies. Today covers Argentina, Brazil, Colombia, Mexico and Paraguay. The Latin American Alliance of Organizations for Customer Service, ALOIC, is responsible for organising and recognising companies worthy of such distinction.
Antonio Díaz, CEO of Evoluciona by Intelcia, tells us in an opinion column how customer service is being transformed thanks to solutions such as robotisation and process automation. The transformation towards robotic automation is accelerating more and more in traditional and new industries. Given this scenario, it is time for companies, especially those of us dedicated to customer service, to put the recent focus on business continuity, automation being a way to achieve efficiencies and cost reduction, to reach the customer with a differential value proposition.
More information here.
The thirteenth edition of the Platinum Awards organised by Contact Center Hub magazine was held on June 23rd. We were lucky enough to take the stage at the gala not just once but three times! We have been awarded the Best Contact Center 2022 Award. Still, we have also been on stage two more times thanks to the projects of E-voluciona by Intelcia: Best IT Project in Business Analytics and Best IT Project in Artificial Intelligence - Virtual Agents.
More information here.
With the title "Innovative culture, technology and lifelong learning as a business strategy, the key to drive a differential value proposition", Dir&Ge has organised a digital meeting between decision-makers of representative companies from different sectors, including Antonio Diaz, CEO of E-voluciona by Intelcia. The objective of this debate was to analyse the value of technology in the business transformation process.
Adapting to new technological challenges by implementing technical solutions and having the human capital aligned with the business strategy is undoubtedly the greatest differential value a company can have today.
Companies adopt new digital business models that bet on innovation, technology and entrepreneurship, transforming the companies themselves, work dynamics, talent management and different leaderships.
More information here.
Company with Best Collection Strategy, Best Outsourcing Company Operation and Executive of the Year Award to Maria Pilar Barrios, local country manager. These three awards were given to Intelcia at the CX Interaction Awards 2022.
The awards, which are given annually to companies from all sectors, highlight the work developed and the results the winning companies have made for their customers. In 2021 Intelcia was also awarded three recognitions and this year repeats one of them as the Gold Award for the Best Outsourcing Company Operation.
More information here.
The company, with almost 5,000 employees in Spain and 35,000 globally, has been selected as one of the best companies to work for in Spain.
The strategy and actions developed by the HR department oriented to the development of talent, the promotion of training and the rise of the professional career, together with its recognised project <<Communicate is to Lead>> make Intelcia has been positioned as one of the best companies in the world of work.
Forbes list here.
Its project “Comunicar es Liderar” has been awarded by the Internal Communication Observatory to the Best Practices in Internal Communication category "Best system for measuring the effectiveness and impact of Internal Communication".
With this project, Comunicar es Liderar, Intelcia aims to establish a model for employee relations. An operations guide encompasses a structure with specific agents and responsibilities to organise and give value to the actions promoted by the company.
The intention is to seek proactive communication that favours proximity among employees and consequently reduces absenteeism.
More information here.
Sandra Gibert, our CEO of Intelcia Spain & Latam, is among the women with the most relevant role in the contact center and customer experience sector.
More and more women are leading CX companies, as indicated by the study on the situation of the contact center of the CEX Association, which shows that 71% of the people who make up the sector are women.
More information here.
The service provided by Intelcia with Smart Analytics opens the possibility of analysing and managing a greater volume of company data, thus favouring the digitisation process.
The Smart Analytics project was born in 2020, and it was two years later when Intelcia managed to address more than 30 projects applying artificial intelligence; the efficiency of this project has been contrasted with the result and companies have achieved more than 20% purchase conversion.
Smart Analytics Center allows Intelcia to provide customisable service to each client company and monitor the results per the objectives set.
More information here.
E-voluciona by Intelcia enters the French market to offer solutions that will mark the future of customer relations.
The company has two fundamental pillars, which are consulting and technology on the one hand and, on the other hand, operational control that makes the customer relationship of both Intelcia and its customers improve through carrying out the digital transformation of their customer journey or improve the efficiency of their processes.
E-voluciona by Intelcia's portfolio includes assisted robotisation solutions, virtual assistants, AI solutions for advanced analytics, human language understanding and analysis systems and business process digitalisation solutions based on low-code platforms for agile implementation in organisations.
The goal of E-voluciona by Intelcia is to work on excellence to be at the forefront of innovation.
More information here.
Sandra Gibert, CEO of Intelcia Spain & Latam reflects on how innovation has opened the doors to economic recovery and the value it has brought to company staff and customer service.
The protagonists of the change are Artificial Intelligence (AI), Machine learning and Big Data. Still, undoubtedly the main role is played by the organisations that have been able to see that change is here and that without a quick adaptation to the times of digital transformation, they would be out of the market. The irruption of Covid-19 has accelerated this change and has helped companies ready for digitalisation and enabled them to cushion the economic impact of the pandemic better.
Intelcia uses technology in its DNA, and digitalisation has allowed the company to position itself as one of the leaders in the sector after the pandemic.
More information at: Innovación y digitalización, claves para la recuperación económica (eleconomista.es)
Intelcia with Quobis technology, has improved the video assistance service in the utility sector. 35% of the customers who have used it have solved their incident in the first contact. What does this service provided by Intelcia consist of? It is a service for emergency attention, which offers early attention. The collaboration between Quobis and Intelcia began in 2019 with the implementation of a video assistance project for a utility in which Intelcia needed to develop a tool with very specific functionalities.
The two companies worked closely together for operational optimisation. For the service to work with maximum efficiency, a stand-alone solution was established, which helped to reduce the complexity of integration with third parties and, in turn, the possibility of speeding up the adoption of video assistance for customer care tasks.
More information here.
Thanks to this agreement, Unisono Group has a technological and innovative partner, which provides greater precision and reliability on its operations.
Unisono and the world’s leading company in Process Robotics Automation (RPA), Uipath, have signed a collaboration agreement with the aim of optimizing their clients' operations.
For both companies, the accuracy and reliability of the data is key, therefore, Unisono has found in Uipath a key partner to achieve efficient management of its clients. Uipath robots streamline work processes by automating multiple tasks, thus allowing agents to invest their time in other, more valuable tasks in the service.
Uipath is leading the "Automation First" era, advocating for a robot for each person, offering free and open training and collaboration, and allowing robots to learn new skills through AI and machine learning. Guided by a commitment to bringing the skills of the digital age to more than a million people, the company’s RPA business platform has already automated millions of repetitive and tiresome tasks for business and government organizations around the world, improving productivity, customer experience and employee satisfaction.
In words of Sandra Gibert, General Manager of Unisono: “Personal skills, together with technology, bring a tandem of value to the company and help companies adapt continuously to a changing environment such as the current one. Robots and people together create the WOW effect on the final customer.
For his part, Jan Ursi, Vice-president of EMEA Associations at Uipath, said:
We are delighted to welcome Unisono as a trusted partner of Uipath and to bring hyperautomation to our joint clients. I am confident that the power of Unisono’s skills and expertise, combined with Uipath’s hyper-automation platform, will bring unique value to the market and help meet the growing demand for RPA, AI and digital transformation in the region.
Thus, the leading multinational business group in Contact Center, Consulting Services Management and Business Process Services (BPS), evolves and reinforces its digital transformation goal in the company, with the creation of its Robotics Centre of Excellence by the hand of Uipath.
Unisono Group and Avaya, a world leader in solutions for improving and simplifying communications and collaboration, have signed an agreement as partners following the company's certification.
In this way, the leading multinational business group in Contact Centers, Management Consulting, and Business Process Services (BPS)—thanks to its collaboration with Avaya—is accelerating the digital transformation process in which the company is immersed.
This alliance has been the result of the experience of Unisono’s technology professionals, who have more than 15 years of experience at Avaya and now also hold the Avaya certification. A team of experts that helps find the right solution for the needs of each client, implementing this solution, and putting it into motion.
The investment in technology at Unisono is continuous: by introducing solutions in the operational management of customers, they are more effective at achieving objectives for them.
In the words of Sandra Gibert, General Director of Unisono: “What we are clear about is that, as the world advances, so does technology. Supporting our clients on the path to digitalization, and launching innovative projects in order to offer the best customer experience, is key to Unisono. We always remain faithful to our values of commitment, excellence and rigor.”
We are delighted to welcome Unisono to the Avaya Partner Family. They not only have longstanding experience in our solutions, but they are also very excited and eager to innovate with Avaya, said Javier Velasco, CEO of Avaya.
Companies build upon the experiences that they provide, and Avaya (NYSE: AVYA) creates millions of such experiences every day. For more than a century, we have made it possible for organizations around the world to achieve their goals better, creating intelligent communications experiences for customers and employees. Avaya creates open, convergent, and innovative solutions to improve and simplify communications and collaboration in the cloud, in facility, or with a hybrid model covering both. In order to grow your business, we are committed to innovation, partnerships, and a resolute approach in terms of what the future holds. We are the technological company you can count on to deliver significant experiences.
Visit them at: www.avaya.com/es/
Madrid, October 10, 2019.- Unísono, a leading multinational business group in Contact Center, Management Consulting Services and Business Process Services (BPS), has won three awards in the Awards for Excellence in Customer Relationship.
The gala was held at the Wanda Metropolitano Stadium in Madrid and rewards the work of the companies that work for the continuous improvement of the relationship they have with their customers. Visible through the different contact channels, paying special attention to the service excellence that they already offer and the ability to generate differential experiences through their operational centers.
These awards, a true reference to the relationship with customers and the brands, companies providing outsourcing services and technological solutions in Spain. It brings together great professionals in the sector and is a great opportunity to share best practices on the management and experience of customers.
On this occasion, the work done for large companies such as Iberdrola and Naturgy, have made the Unísono Group deserve the Excellence Award for the Best SAC Telephone Channel Provider and the Excellence Award for the Best Outbound Sales Provider, as our E-voluciona colleagues who won the Strategic Award for the Best Technological Project. Alongside this they were also awarded, the Excellence Award for the Most Recommended Supplier by Customers, which implies recognition to this group, which has become the most recommended partner for its customers.
According to statements by Sandra Gibert, General Director of the Unísono Group, “Being the most recommended partner by our clients, is a recognition of the work we do every day for our clients and the internal commitment we have with quality, professionalization and innovation. We add tonight’s 4 awards enforcing the passion we feel for our customers”.
Unisono, multinational business group leader in Contact Center, management of consulting services and Business Process Services (BPS), has triumphed in the tenth edition of the Platinum Contact Center Awards by receiving 3 awards.
The gala has been held at the Goya Theater in Madrid and rewards the best customer experience strategies. Organized by Contact Center Hub, it brings together great professionals from the sector and is a great opportunity to share best practices on management and customer experience.
On this occasion, the work carried out for large companies, such as Glovo and Leroy Merlin, have made the Unisono Group worthy of the awards for the Best Customer Experience in Logistics, Distribution and Transport and the Best Customer Experience in Industry, respectively.
To these awards, ads for the first time, a recognition within the categories to the technological Innovation; the Best IT Project in Omnichannel with its solution to optimize the customer service of a large distribution company. The jury highlighted the high level of innovation of the initiative, as well as its commitment to digitalization and the vision towards these new Contact Centers of the future.
According to Sandra Gibert, General Director of Unisono Group, "we are very proud to have received 3 awards that recognize the work we do for very special customers in the Group." Gibert added that, "these awards mean recognition of both the work we do day to day for our customers, as well as the internal commitment we have with quality, with innovation, the digital transformation of customer management and with our employees."
Among the evaluation criteria that the jury has taken into account when delivering the awards, are the application of knowledge and creativity of the people of the organization to carry out the definition and implementation of processes and improve the customer experience. They value the use of the opinions of employees and customers for the improvement of services. And in the case of the Contact Center Awards for technological innovation, they reward the introduction of new technologies that allow the improvement of methods of customer service management.
The Platinum Contact Center Awards are prizes that the Contact Center Hub magazine organizes annually. In its ten years of history, these awards recognize excellence and the work of companies to take care of the relationship with their customers. They also reward the high degree of professionalism and the ability of Contact Center companies to adapt to the needs of the companies they work for.
Unisono has once again joined CODESPA (NGO of Cooperation for the integral, economic, social and human development of the less fortunate people), to organize and carry out the recent edition of the solidary market in the facilities of its offices in C / Doctor Zamenhof.
At the open market for employees of Unisono Group, companies such as Corvus Barcelona, Blue Banana, Couple & Pie, El Ganso, Compañia Fantástica, Burrito, Blanco, Bughambilia, Boboli, Cortefiel, Álvarez Gómez, Brodels, Jimmy Lion, Parfois, Pyrex, Valentina, Springfield, Women secret and Yerse joined this project by donating several products of their brands such as men's and women's clothing, household products, footwear and accessories to be put on sale in this new version of the solidarity market.
This market has raised around € 5,931, and will be allocated to the project "Kurmi, the pride of Aymara women", whose purpose is to support the ethnic crafts of Bolivia in the marketing of their products, so they can offer better conditions of life to their families.
Unisono Group has been recognized by Verint for the successful optimization of the Workforce Management tools system in its Contact Center and BPO services, in the Optimizing the Workforce Award category.
Thanks to this tool, Unisono achieves greater efficiency in the management of operations with its customers, in addition to transforming the employee's experience and offering them flexibility, transparency in the management of shifts, the desired mobility and therefore the motivation of the teams.
María Andrés, Economic, Financial and Media Director of the Group, was commissioned to collect the award on June 13 at an event organized by Verint at the InterContinental Hotel in Madrid and is the nomination for the European Prize to be awarded within the framework of the event Verint Engage EMEA Customer Awards Gala Dinner to be held on November 28 in the United Kingdom.
Prior to the award ceremony, different activities and talks were held, including a round table moderated by José Francisco Rodríguez, President of AEERC, in which they participated Ildefonso Vicuña, Unisono Group CDO, David Guijarra from Wizink, Juan Luis Moreno and Antonio Medina from Telefónica who offered their opinion about the key factors and solutions for the automation of Verint tools in organizations, as well as the role that robots have in companies today.
Ildefonso Vicuña highlighted during the round table that to achieve a successful implementation of automation tools in companies it is important that there is a cultural change, this is achieved by transforming the profiles within the organization by first identifying the people and key groups that be able to transmit a favorable perception and that motivates a change in the other areas of the company.
Fernando Rodríguez Sierra
After more than 10 years in the company, Fernando Rodríguez Sierra has assumed the International Management of the Unisono Group. In his new position, he is responsible for coordinating the international strategy at an organizational and commercial level to boost global growth and maximize the established results.
Fernando has a track record of more than 15 years in the sector and within the Group has had different responsibilities in the operational management, Manager, Client Director, Account Director and since 2015 Country Manager of Colombia. He has also been awarded as one of the 100 most successful managers, by the magazine Manager, recently.
Pilar Barrios Valencia
Since 2014 Pilar Barrios Valencia leads the commercial team in Unisono Colombia and thanks to her commitment and dedication, Pilar has promoted Country Manager, depending on the International Management in charge of Fernando Rodríguez.
Pilar Barrios has as main function to maximize the annual results established by the Group and manage the Unisonous centers in Colombia in administrative, human resources, operational and commercial matters.
¡Congratulations Fernando and Pilar!
Unisono celebrates 20 years in the market and the Client Relationship Team wanted to interview Sandra Gibert, General Director of the Group, to talk about its evolution in the market throughout the years.
Client Relations: What is the key to the success of the company staying in the market so long and being so prosperous?
Sandra Gibert: The hallmark of the company is working to put the customer in the centre. That is one of the keys. The fact that we are all focused on the client, on improving their satisfaction, giving the best possible service, making sure we never make mistakes.
Another key is the team of professionals who form Unísono. We work with the best, and that makes the level of involvement, effort and commitment very high. And this is reflected in the service provided to our customers.
In addition, we cannot forget to highlight our company’s values. We have always enhanced long-term relationships, being very transparent, honest and trustworthy, making innovative value proposals that help our clients to transform their services. It is always positive for the client to see that we are one step ahead.
Client relations: How has the growth of the company been managed, both in terms of personnel and work volume?
Sandra Gibert: Throughout the years we have been dedicated to working tirelessly to ensure success. We celebrated 20 years with a very solid team. In fact, several of the people in Unisono today, have been with us for the entire 20years. There are many people who have been with the company for 15 and 18 years. This has allowed us to have the basics very consolidated and be able to work successfully with the innovations that are being proposed.
(The complete interview in Spanish can be read in this pdf of number 80 of Mag Customer Relationship).
In commemoration of March 8th, International Women's Day, Unísono Group highlights its struggle for inclusion and gender equality and demonstrates this through its figures that speak of a company where women represent 76% of the workforce.
Unísono is a company where women have the opportunity to demonstrate their leadership and management skills, for this reason 74% of the management positions are occupied by women and they also represent 75% of the members of the Management Committee.
85% of the workforce has an indefinite term contract and of this 77% corresponds to women.
Equity is the result of impartial treatment and of providing the same opportunities for men and women, that's why there is no salary gap in Unísono Group.
On Tuesday, October 9, 2018, took place at the Wanda Metropolitan Stadium and coinciding with the celebration of Customer Relationship Expo, the most relevant event of the Customer Relations Center industry. The CRC Gold Awards Ceremony to the "EXCELLENCE in Customer Service", which this year celebrates its 20th edition. These awards are granted by the AEERC (Spanish Association of Customer Relations Centers) in collaboration with Ifaes (organizers of the Expo) and IZO, The Experience Design Company.
José Francisco Rodríguez, President of the AEERC, and María Luisa Merino, Manager of the AEERC, were in charge of officially opening the gala and making visible to the attendees the good results of this year, reflecting an industry that despite not getting the deserved recognition, has an undeniable weight in the economy and the employability of the country.
José Francisco Rodríguez, President of the Association, highlighted the importance of leadership and thanked all the actors who have made possible these 20 editions of the awards who will support their constant growth and recognition.
In this edition Unisono has been granted for the second consecutive year the CRC Gold Award for Best Outsourcer in Retention and Loyalty for its client Iberdrola.
We are also very proud of the awards received by our clients, for services managed by Unisono.
CRC Gold Award for Best Service in the B2C Telephone Channel for companies that serve a volume of interactions greater than 2 million: Banco Santander.
CRC Gold Award for Best Service in the B2C Telephone Channel for companies that serve a volume of interactions of less than 2 million: Daba / Nespresso.
CRC Gold Award for Best Service in the B2B Telephone Channel: Iberdrola.
CRC Gold Award for the Best Attention in Telephone Sales: Banco Santander.
The event was closed by José Serrano, CEO of IZO, who congratulated all the attendees for their commitment to the "EXCELLENCE in Customer Service" implied by their participation in the CRC Gold Awards.
In short, the evening was a source of pride and proved of the relevance of these awards to Excellence in Customer Service.
We are proud of our General Services Department´s accomplishment in renewing our site located in Emilio Muñoz (Madrid).
We achieved our goal of deploying a great environment that provides an enhanced Employee Experience. Our site is adapted to our team members´ needs and increases comfort in day to day activities.
Project´s highlights are better lighting, a more welcoming environment and larger spaces to share and generate a culture of well-being that promotes physical and emotional health.
Unisono appointed María Sola Lasso as Commercial and Marketing Director. In her new role, she will be responsible for coordinating the Group's commercial and brand strategy in all markets, managing the company's business development activity to expand the client portfolio to maximize results in line with the annual objectives established by the Company.
María began her professional activity in Unisono in 2007 as Head of Organization and Development in the Human Resources department. In June 2014, she was promoted to Director of Marketing and Commercial Intelligence, a position she held for three years. In July 2017, María was appointed Director of Loyalty and Marketing, a position she has held until now.
Prior to joining Unisono, María worked as a consultant for Soluziona and KPMG, managing projects for large companies such as AENA, Telefónica, Mahou, Saint Gobain and Peugeot, among others.
The new Director of Commercial and Marketing holds a degree in Political Science and Administration from the Complutense University of Madrid and a Master's Degree in Quality Management from the School of Industrial Organization. She also holds a Master's Degree in Public Administration Management from the Complutense University of Madrid as well as a Master in Human Resources Management and Organization by AEDE.
On July 11, the 1st Cepsa Customer Support Conference took place at the headquarters of Unisono, the objective of the meeting was to analyze trends in customer management and the analysis of services provided in each Business Unit.
More than 30 people attended the conference, including Álvaro Díaz, Commercial General Director and Alejandro Bautista, Responsible for Omnichannel Client Relationship, both at Cepsa, as well as María del Pino Velázquez, President and Sandra Gibert, General Director at Unisono.
The agenda included the evaluation of contact center services, management model, focus group and analysis of best practices in the sector. The evaluation of the day has been very positive and both companies are preparing the 2nd Conference.
Unisono received a commemorative plaque for its commitment to the social responsibility project of the Spanish Association of Experts in Customer Relations (AEERC) "Discatel" in celebration of its tenth anniversary.
The project, that aims to raise awareness among management in the integration of people with disabilities, awarded partners who have made possible the inclusion of more than 1,150 people in the labor market.
Unisono has taken on the challenge of eliminating integration obstacles and promoting the potential of people with disabilities and their insertion in the labor market, which is the main objective of the "Discatel" project. This plaque is a recognition to those who have demonstrated the technical possibility and the economic and social profitability of the work done in contact centers by handicapped.