Intelligent management of shifts, vacations, absenteeism and times. Improve employee satisfaction by optimizing service levels.
Reduce the COSTS of Quality and automate the cycle of continuous improvement: Quality, Performance, Coaching and Feedback.
Automation with Machine Learning, Natural Language Processing (NLP) and Artificial Intelligence (AI) technologies …
Guides the organization to DATA by integrating and standardizing the multiple Contact Center data sources in a single, consistent repository.
- Time tracking and adherence
- 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
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.
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.
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.