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The International Conference of the Portuguese Association of Contact Centers is the most important annual event in the sector in Portugal, bringing together representatives of the most important Portuguese companies and entities. The event took place at the Estoril Congress Center and featured speeches by national and foreign speakers who brought their views on the industry and its future evolution.
Celfocus was present at Vodafone Portugal’s booth to showcase the benefits and evolutions of using Automation, Artificial Intelligence and Generative AI on customer engagement applications and contact solutions, with One Net Contact Centre and the new application layer Customer Business Hub – a solution developed by Celfocus and Vodafone Business in Portugal, on top of Collab’s Contact Center platform, which is available on the market for Vodafone customers.
This solution and managed services are helping organisations solve their challenges with better engagement, improving customer relationships with amazing customer experience and satisfaction.
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“In Cascais, talking about citizen services is talking about providing an excellent experience to all those who, on a daily basis, seek services from Cascais City Hall. One of the most important pillars of this commitment is telephone service, provided through a single number: Linha Cascais. When citizens contact Linha Cascais, they seek quick answers and effective solutions to their problems.
To fulfill this mission, it is essential to have an excellent team and a service platform that meets the demands of a contact center, which manages more than 186 thousand calls annually.
Since implementing One Net Contact Center a year and a half ago, we have enjoyed a secure, intuitive solution with exceptional levels of performance. This platform has been a true ally, ensuring that each call is answered with the efficiency and quality that the citizens of Cascais deserve.”
Orquídea Santos, Cascais Line Coordinator of Cascais City Council
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In addition to the Contact Center solutions, Celfocus made an AR/VR solution available at the stand to “welcome” customers in a digital virtual environment, which was a copy of Celfocus's physical office, with avatars of employees present at the stand and the presentation of GenAI solutions that were covered at the Conference.
The Celfocus team was represented by Joaquim Pires (UC Business Development Manager), Pedro Rolo (UC Customer Support Manager), Sónia Oliveira (UC Business Development), and Luis Coelho (Head of Hyper-Personalisation Offer). Our partner Collab was also on-site, supporting Celfocus’s presence and making contacts with customers, represented by Paulo Porto (VP Commercial), José Luis Silva (CTO), and Teresa Batista (Marketing).
See photos from the event below.
