Do you need an all-in-one solution for customer service management?
How we can help you
What your company gains from us
At ESMT we take care of the entire process, from conceptualizing the strategy to supporting your operation 24/7.
We increase the productivity of your agents
We create an impactful service experience for your customers
We design, develop and provide you with comprehensive advice
We ensure flexibility in costs to guarantee the return on your investment
Platform capabilities
- Voice Channel Essentials
Everything you need to handle phone calls efficiently. - Digital Channels
Use an ACD (Automatic Call Distributor) to manage interactions from channels like live chat, email, messaging, and social media. - Self-Service
Implement self-service options, like voice and text response bots, so your business can offer 24/7 support without incurring additional costs. - Workforce Management
Get agile forecasts and schedules, monitor quality and compliance, and empower your employees with our solutions. - Reporting & Analytics
Get valuable insights, real-time dashboards, and historical reports to empower your decision-making with relevant, up-to-date information. - Simple Integrations
Personalize your customer experience with easy-to-use integrations for CRM and other key tools tailored to your needs.
Our services
We meet your needs
We offer a wide range of services, including:
Professional Services
Software Development & Integrations
Training
Support
Our solutions
Use cases by sector
BPO
Business process service providers (BPOs) often face fluctuations in their customers’ demand and the number of staff needed to handle these demands. To address these fluctuations, ESMT offers cloud solutions that enable BPOs to maintain scalability in their operations, spin up new workstations from anywhere, and respond quickly to demand.
Health
In the health sector, patient satisfaction is a priority, which is why ESMT works in this sector to provide positive experiences, firstly to the patient, but also to everyone else involved.
Hotel industry
When we talk about the hotel industry, it is no longer enough to offer a quality product or service at a good price to satisfy the customer. The current reality is that the customer has evolved, is increasingly demanding and their loyalty is no longer based on the same principles.
Banking
Those who work in the banking sector are focused on complying with increasingly strict regulations and data controls, while managing to meet the expectations of their clients, who are looking for easy, fast and secure processes.
Retail
The Genesys Cloud CX solution for Retail delivers exceptional customer experiences with intelligent routing, advanced self-service, and real-time data analytics, optimizing customer satisfaction in the retail industry.
Our Partners
Strategic alliances
