SMART DATA
Connect the different CUSTOMER EXPERIENCE data sources to simplify understanding, orchestration, and operational intelligence. Unlock the VALUE of data for AI-driven operations while ensuring regulatory COMPLIANCE.
ORGANIZATIONAL MODEL
Integrate the company’s organizational structure, workforce concepts, and employee data into a single unified repository, enabling simple, secure, and structured access across the organization. In outsourcing environments, this centralized management becomes especially critical to ensure legal compliance and operational governance.
As a result, organizations can access consistent and transparent dashboards and reporting across all business areas while following security best practices and regulatory requirements.
OPERATIONAL MODEL
Provide a centralized Interaction Classification Master and the ability to integrate data generated across every customer touchpoint, while remaining 100% compatible with existing enterprise systems.
Each interaction is aggregated around a unique operational ticket. This enables the automatic generation of KPIs such as FCR (First Contact Resolution), CES, TRES, and others, helping organizations implement Best Practices, access complete customer context in real time, and optimize the overall Customer Experience strategy.
OMNICHANNEL MODEL
SMART DATA ultimately delivers a structured and standardized omnichannel customer view centered around Customer Experience operations. The platform enables the integration of social media and all major interaction channels (voice, email, chat, etc.) under a unified operational model.
Detailed analysis of the consolidated data supports more effective decision-making and strategic planning, helping organizations achieve operational and business objectives more efficiently.
CONNECTORS & OPENAPI
2MARES acts as a centralized HUB integrating all Contact Center data silos and operational processes — even across multiple organizations. The platform connects with Contact Center all-in-one solutions, HR systems, CRM platforms, call recording systems, and proprietary technologies (.NET, Java, Web Services, etc.).
Once integrations are completed, 2MARES consolidates all information into a unified data model, standardizing access to operational intelligence through OpenAPI capabilities.
INTELLIFINDER.
This module enables intelligent search across company information, operational data, and customer interactions. Through its innovative architecture, Intellifinder leverages collective intelligence and connected enterprise data to locate consistent information quickly and efficiently, optimizing both time and operational resources.
The optional Analytics extension further enhances these capabilities through AI (Artificial Intelligence) and NLP (Natural Language Processing) technologies.
Other Functionalities…
Quality Management
Automate the Continuous Improvement cycle to drive RESULTS and EMPLOYEE ENGAGEMENT..
Team Analytics
Accelerate operational improvement through unified analysis of Team Productivity, Quality, and Employee Feedback.
