Here’s the High Tech Stuff
We’re a technology company at heart. Technology efficiency enablement is at the center of every strategy and initiative we generate. Granada leverages technology in three ways:
- Customer Experience. Utilize the most modern technologies available to give Granada clients technological advantage, which can be used across their enterprise.
- Workflow Optimization. Leverage software to the hilt to increase speed and performance for our clients.
- Systems Integration. Integrate into our clients’ technology infrastructure with efficiency and precision to become a true, secure extension.
Here are some of the Granada technology areas of domain expertise that our clients rave most about:
- Our analytics software platform gives our clients new capabilities to respond to customer support issues as upstream as possible.
- Clients using Granada’s data analytics platform benefit from reduced operating expenses and improved customer experience.
- Our analytics technology platform consists of four modules: critical alerts, guided speech analytics, integrated contact analytics and business quality management.
Artificial Intelligence / Bots
- Clients may utilize Granada’s bots technology to introduce artificial intelligence to their customer support platform.
- Deployed through social media chat to automate customer support for purchases, information requests and answering common customer queries.
- Besides lowering operating experience, bot technology allows companies an additional means of communicating with distinct customer segments in the ways they want to communicate.
- Granada maintains technology leadership in the desktop virtualization domain as a market leader in the work-from-home customer support delivery model.
- Granada can replicate any desktop environment, integrating seamlessly with on-premise domain services, while encapsulating HD audio/video within a PCI DSS-certified environment.
- As a diamond-certified Citrix partner, Granada helps our clients drive best-in-class virtual technology across their entire business.
Video Customer Support
- Granada works with clients to launch video sales and service offering that best fits their customer support strategy.
- Video customer support offers greater personal touch to increase customer channel choice and further customer experience.
- Granada’s agile delivery model offers an ideal sandbox for new technology launches such as video customer support.
- Our audio masking technology allows our clients to take protection of customer data to a new level.
- Customers’ data input via touchtone populates client application, allowing agent to remain on the line with the customer rather than customer being pushed to an IVR environment.
- Technology can be deployed to both facility-based and distributed customer support environments.
Remote Technology Administration
- Managing technology infrastructure across a distributed environment has led Granada to become true experts in remote technology administration.
- Granada utilizes a proprietary application, installed on every Granada computer that communicates system analytics in real-time to our applications servers.
- Our platform allows us a real-time, enterprise-wide view into which computers are online and what system specs and software installations exist.