• Forecasting
  • Staffing
  • Scheduling
  • Absence
  • Holiday
  • Time tracking and adherence
  • Quality
  • Performance
  • Coaching
  • Training
  • Feedback
  • Gamification
  • Speech To Text transcription
  • Text Analytics
  • Voice of The Customer Robot
  • AutoCompliance Robot
  • AutoWrap-Up Code Robot
  • AutoQuality Robot

More than 45,000 Contact Center positions
in Spain

2MARES is the Spanish Technological Solution for Workforce Engagement Management (WEM) specialized in the BPO and Shared Centers market of companies from multiple sectors (Telco, Banking, Insurance, Utilities, Retail, Tourism, Transportation, Emergencies, etc).

With 24 years of specialized experience, the 2MARES solution is implemented in more than 45,000 Contact Center positions in Spain. It integrates naturally with the current infrastructure and systems of Brands and Outsourcers, adding INTELLIGENCE and guaranteeing LEGAL COMPLIANCE , in order to automate CONTINUOUS IMPROVEMENT and optimize the CUSTOMER EXPERIENCE .

2MARES connects in a non-intrusive way with the current corporate heterogeneous systems used in the Omnichannel Customer Relationship, the CRM and the Human Resources department. This allows the generation of clear ROIs by connecting organizational silos and implementing models of organizational and operational best practices.

Solutions

Workforce Management

Comprehensive and intelligent technological solution for the management of the Contact Center workforce: forecasting the demand for work volume (forecasting), sizing planning (Staffing); Shift and Schedule quadrants (Schedulling); management of absenteeism; Vacation management and daily time and attendance control.

Automated Quality

It automates the Quality assurance and the Continuous Improvement cycle to drive RESULTS and ENGAGEMENT (Quality, Performance, Coaching, Training and Feedback).

Speech Analytics

Increase the analytics capacity of your contact center team by implementing automation and intelligent assistance using NLP (Natural Language Processing), AI (Artificial Intelligence) and Machine Learning technologies. Automation of Quality, analysis of the Voice of the Customer and assurance of Best Practices. 

Smart Data

It connects and normalizes the structured and unstructured DATA of the CUSTOMER EXPERIENCE, together with the BUSINESS, HUMAN RESOURCES AND FINANCIAL DATA in a unified repository. Ensures Legal COMPLIANCE (GDPR, PCI-DSS, MifidII). 

2MARES in 1 min … 

PLATINUM CONTACT CENTER AWARDS 2020 

2MARES and Accepta Contact Center (Santa Lucía group): Best Employee Experience Project 2020. Read more … 

Customers

2MARES : un partner con Experiencia