The CMMC intend to promote the benchmarking of performance and experiences among Companies with a common mission: improving the relationship with their Customers through multimedia contact center. Since 2002 CMMC has been part of ECCCO – European Confederation Contact Centre Organisations.
CMMC Awards is a unique initiative that takes place in Italy.
All participants had the opportunity to present in brief their project, emphasizing successful cases related to different categories of the Awards.
This year there are 6 categories. Each of these categories focuses on the aspects that characterize the sector’s activities, management decisions and the latest technological innovations.
Infinity participated in the contest, presenting its solution based on Vivocha’s platform, in the category “Technology Customer Management Award 2017”, and took the 3rd place.
The multichannel contact center is entirely digital and placed in cloud. The live chat is the main channel of communication not just for sales online, but also for customer support. A proactive engine enables Infinity to engage the customer in real time: if a client starts the process of registration, he obtains a possibility to chat with an operator. The platform, used for the chat, is provided by Vivocha and placed in cloud through Amazon. An example of how it works can be found here: https://help.infinitytv.it