{"id":78859,"date":"2024-09-04T08:44:33","date_gmt":"2024-09-04T11:44:33","guid":{"rendered":"https:\/\/abes.org.br\/?p=78859"},"modified":"2024-08-16T17:50:38","modified_gmt":"2024-08-16T20:50:38","slug":"nava-utiliza-twilio-flex-na-elaboracao-de-centro-de-experiencia-do-cliente-para-uma-grande-empresa-de-telecomunicacoes","status":"publish","type":"post","link":"https:\/\/abes.org.br\/en\/nava-utiliza-twilio-flex-na-elaboracao-de-centro-de-experiencia-do-cliente-para-uma-grande-empresa-de-telecomunicacoes\/","title":{"rendered":"NAVA Uses Twilio Flex to Build Customer Experience Center for a Major Telecommunications Company"},"content":{"rendered":"<p><i>The company found an ideal partnership with Twilio, thanks to the customization possibilities, which earned it this year&#039;s SmartCustomer award<\/i><\/p>\n<p style=\"font-weight: 400;\">NAVA Technology for Business, a provider of business and technology services and solutions, has partnered with Twilio, a customer engagement platform that delivers personalized, real-time experiences for today\u2019s leading brands, to build a world-class Customer Experience Center for a major telecommunications company. The project was so successful that the companies secured the 2024 SmartCustomer Award. This is the second year in a row that Twilio has won the award for its customers\u2019 success stories.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-78860 aligncenter\" src=\"https:\/\/abes.org.br\/wp-content\/uploads\/2024\/08\/Twilio.jpg\" alt=\"\" width=\"469\" height=\"266\" \/><\/p>\n<p style=\"font-weight: 400;\">The success story involves integrating Twilio\u2019s innovative tools and solutions with NAVA\u2019s own platforms and accelerators to develop a fully customizable and scalable mission-critical operations system. Mission-critical operations are vital activities whose failure can have serious consequences for essential industries such as healthcare, finance, and telecommunications.<\/p>\n<p style=\"font-weight: 400;\">The project, led by Michael Marinho, Vice President of Operations at NAVA, aimed to digitize the customer journey and involved 27,000 B2B customers, the support team&#039;s journey and thousands of service providers.<\/p>\n<p style=\"font-weight: 400;\">Before implementing the solution, the operation had around 300 direct employees and thousands of field service providers. They used many different tools, including technical and management tools, without any integration between them.<\/p>\n<p style=\"font-weight: 400;\">NAVA approached Twilio to build a fully customizable, scalable and tailored platform for today\u2019s mission-critical operations. \u201cOne of Twilio\u2019s most important missions is to help our customers engage and satisfy their customers. The project with NAVA is a perfect example of the possibilities that our tools, such as Flex, offer and how they can be used to achieve these goals,\u201d said Vivian Jones, Vice President LATAM at Twilio.<\/p>\n<p style=\"font-weight: 400;\">The project achieved remarkable results in nine months:<\/p>\n<ul style=\"font-weight: 400;\">\n<li>53% of incidents were handled digitally, increasing from 20% to 53% in just 9 months;<\/li>\n<li>Reduction of 37% in operating costs during the first 9 months;<\/li>\n<li>Call opening reduced to 4 minutes, compared to the previous 15 minutes;<\/li>\n<li>Reduction in average incident handling time from 48 hours to just 15 minutes;<\/li>\n<li>87% of chatbot interactions were resolved without human intervention within 9 minutes.<\/li>\n<\/ul>\n<p style=\"font-weight: 400;\">The unified customer view provided by Twilio Flex centralized all processes into a single multichannel platform, which was able to interact with legacy systems and add new communication channels.<\/p>\n<p style=\"font-weight: 400;\">Today, the solution allows each functionality to be scalable and integrated, simplifying management and allowing for agile expansions and changes, on demand.<\/p>\n<p style=\"font-weight: 400;\">\u201cThe most interesting thing about this solution, and this is largely due to the flexibility of Twilio and NAVA itself, is that we can build the same solutions for different customers, changing only the customization of the use cases that imply the needs of this new customer. All the possibilities are available to all NAVA and Twilio customers,\u201d concludes Jones.<\/p>\n<p style=\"font-weight: 400;\">Twilio Flex is a digital engagement hub that provides a layer of real-time data and AI capabilities to individually personalize every sales and service interaction.<\/p>","protected":false},"excerpt":{"rendered":"<p>Empresa encontrou parceria ideal junto \u00e0 Twilio, gra\u00e7as \u00e0s possibilidades de personaliza\u00e7\u00e3o, o que lhe garantiu o pr\u00eamio SmartCustomer deste ano A NAVA Technology for Business, que fornece servi\u00e7os e solu\u00e7\u00f5es de neg\u00f3cios e tecnologia, se aliou \u00e0 Twilio, plataforma de engajamento do cliente que proporciona experi\u00eancias personalizadas e em tempo real para as principais [&hellip;]<\/p>\n","protected":false},"author":10,"featured_media":78860,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[39,19],"tags":[178],"class_list":["post-78859","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-coluna-4","category-ultimas-noticias","tag-experiencia-do-cliente"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>NAVA utiliza Twilio Flex na elabora\u00e7\u00e3o de Centro de Experi\u00eancia do Cliente para uma grande empresa de telecomunica\u00e7\u00f5es - ABES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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