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Emergia Case Study: Boosting Voice Channel Efficiency by 154% with Nextiva

Emergia, a Spanish multinational founded in 2005 in Santiago, Chile, operates in the telecommunications and contact center industry as a Business Process Outsourcing (BPO) provider. The company focuses on helping partners position themselves as successful leaders in their markets. Emergia excels in providing high commercial skills, excellent communication, customer service orientation, and leadership orientation through a multicultural and multilingual team.

Challenges

Before implementing Nextiva’s product, Emergia faced significant challenges:

Delays in resolving incidents
Repetitive mass outages
Long implementation times for solutions

Solution Discovery

Emergia discovered Nextiva’s product through a recommendation from the new management team that joined the company. The decision to choose Nextiva over other solutions was based on its reputation for improved agility and efficiency.

Implementation

Emergia integrated Nextiva Contact Center to manage their customer base in an omnichannel environment.

Benefits

The key features and aspects of Nextiva’s product that have been most beneficial to Emergia include:

Agility in implementation processes
Effective knowledge transfer

Impact on Efficiency and Productivity

A comparative analysis before and after the implementation highlighted a considerable positive impact on Emergia’s operations. The implementation led to:

Enhanced efficiency and productivity
Improved incident resolution times
No Outages

Customer Satisfaction

Emergia has noticed significant improvements in customer satisfaction since implementing Nextiva’s product. Clients have responded positively to the changes, especially around campaigns.

Metrics and Success Stories

One notable success story is one with a renowned bank, one of Emergia’s customers. The implementation of Nextiva’s product demonstrated significant improvements in their operational efficiency and customer satisfaction.

Increased Volume in Management Channels

Voice Channel: Monthly management increased from an average of around 32,478 (Q4/23) to 82,680 (Q1/24), representing a 154% increase.
WhatsApp: Monthly management surged from an average of about 3,195 (Q4/23) to 47,688 (Q1/24), representing a 1393% increase.
SMS: Monthly management increased from an average of 9,591 (Q4/23) to 33,899 (Q1/24), representing a 253% increase.
Email: Monthly management increased from an average of about 873 (Q4/23) to 10,685 (Q1/24), representing a 1124% increase.

Improved Weighted Effective Contact

Under the previous contact center, the effective contact rate was 25.63%, with an inefficient contact rate of 74.37%.
After moving to Nextiva, the effective contact rate improved to 35.85%, reducing the inefficient contact rate to 64.15%.

Enhanced WhatsApp Effectiveness

The effectiveness of the WhatsApp channel showed improvements across various effectiveness ranges, indicating better performance post-migration.

Overall, their customer experienced a notable positive impact on their operational efficiency and customer satisfaction by moving to Nextiva’s solution, demonstrating the enhanced capability and agility of Nextiva’s products in handling high volumes and improving effective contact rates across multiple channels.

Feedback from both agents and staff has been overwhelmingly positive. The team finds the tool comfortable to use with next steps to deepen the knowledge transfer to empower Emergia with greater operational management of the platform

Manuela Quintero
with Emergia

Recommendation

Manuela Quintero, responsible for corporate development and infrastructure projects at Emergia, strongly recommends Nextiva’s product as an omnichannel solution due to its agility and quality in developments.

Conclusion

Nextiva’s product has played a crucial role in transforming Emergia’s customer experience and internal operations. The improvements in efficiency, productivity, and customer satisfaction underscore the value of Nextiva’s solutions in driving business success.