Covisian

🗞 From Edge9 by Hardware Upgrade blog: The new paradigm of advanced #CustomerCare - Covisian’s Smile.CX PRO and U-Smile Tables. Discover how augmented reality (#AR) and artificial intelligence (#AI) are revolutionizing the contact center industry and transforming the way we care for clients. Our goal is to resolve customer issues while delivering the best possible experience, achieved through: ✅ Generative AI that excels at finding solutions to problems, ✅ Combined with human sensitivity that allows us to intuit customer emotions, understand the context of their requests, and ensure a satisfying human interaction. Curious to know more? Read the full article here: 👇 https://lnkd.in/eHcKjNmw #CXOperations #Innovation #Technology #ArtificialIntelligence #AugmentedReality

Which #CreditManagement trends will define the 2024-2025 biennium? These are the 3 key points from Banca Ifis Market Watch report for 🇮🇹 #Italy: 💹 NPL and UTP Transactions Market:  2023 saw €30 billion worth of gross transactions in impaired loan portfolios (#NPEs), with non-performing loans (#NPLs) accounting for €23 billion of the total. Sales of Underperforming Loans (#UtP) reached €7.2 billion, marking a decline from the previous year. The secondary market played a predominant role, accounting for 68% of transactions. 🔮 Projections 2024-2025:  For the biennium 2024-2025, the share of the secondary market is expected to exceed 50 %. In addition, the primary market is estimated to remain robust, supported by the goal of maintaining the banks' NPE/total assets ratio around 3 percent. This forecast is supported by the business plans of major Italian banking groups, which aim for an NPE ratio between 0% and 4.4%. 📈 Performance and Acquisitions:  The performance of DBRS-rated portfolios remained stable, with a slight increase from 102.4 percent to 102.7 percent. This positive performance is mainly due to the most recent securitized loan portfolios.  In 2022 and 2023, the impaired credit sector saw 23 extraordinary transactions, resulting in 16 acquisitions and 7 JVs and start-ups of new servicers. These included the acquisition of 100% of Credires by Covisian Credit Management The Market Watch report highlights an evolving marketplace with an illuminating set of data and projections.  In the rapidly changing world of credit management, staying informed about market dynamics is not only beneficial, but essential. The ability to anticipate and navigate through emerging trends can make the difference between driving change and chasing it. Stay updated! Take a look to the full report here 👇🏼 https://lnkd.in/dScTi_nP

Unlock the power of #GenerativeAI and drive business innovation with insights from the industry's top professionals. 👔 Who will guide you in the executive program at Smile.CX Academy #Peru? Among the professors: 👔 Omar Crespo, Chief Technology and Innovation Officer at I4B Consultoria Digital with significant experience in the development of the startup ecosystem across Latin America. 👔 Marthy Ravello Rodríguez, Professor at ESAN Graduate School of Business and Coordinator at the ESAN Innovation Hub, a leading expert in Generative AI, innovation, intellectual property, and technology commercialization. 🎓 ESAN University, Academic Partner, and its Director of Executive Education Eddy Morris, Ph.D. Founded in 1963, it is the first business school in the Spanish-speaking world and the first in Peru with AMBA international accreditation. It is part of the select 5% of schools accredited by AACSB worldwide. 🔶 Virginia Mateos, Director of Smile.CX Academy, a Covisian's initiative, and Global Head of Marketing and Communications at Covisian Group. 🚀 Classes begin in September! Secure your spot now 👇 https://lnkd.in/eBD8qisz #SmileCXAcademy #executiveprogram #DigitalInnovation #AI #GenAI

Learn from the most experienced professionals in the industry how to implement #GenerativeAI in your #BusinessStrategies and drive #DigitalTransformation. Smile.CX Academy Spain, a Covisian's initiative, offers both up-to-date academic knowledge and real-world experiences from executives and managers. 👔 𝗪𝗵𝗼 𝘄𝗶𝗹𝗹 𝗯𝗲 𝘁𝗵𝗲 𝗲𝘅𝗽𝗲𝗿𝘁𝘀 𝘆𝗼𝘂 𝗮𝗿𝗲 𝗴𝗼𝗶𝗻𝗴 𝘁𝗼 𝗹𝗲𝗮𝗿𝗻 𝗳𝗿𝗼𝗺 𝗶𝗻 𝘁𝗵𝗲 𝗲𝘅𝗲𝗰𝘂𝘁𝗶𝘃𝗲 𝗽𝗿𝗼𝗴𝗿𝗮𝗺 𝗼𝗳 𝗦𝗺𝗶𝗹𝗲.𝗖𝗫 𝗔𝗰𝗮𝗱𝗲𝗺𝘆 #𝗦𝗽𝗮𝗶𝗻? Among the professors: 👔 Fernando Rodriguez Alemany, CEO of Q-Vision Technologies Europe and Academic Director and professor of the Senior Management Program Tech & Digital Business. He is a professor of innovation, digital transformation, continuous digitalization and agile methodologies. 🎓 ESIC Business & Marketing School, Academic Partner Founded in 1965, its objective is based on three pillars: the training of highly qualified professionals, the dissemination of a culture of ethical values and the promotion of specialized business research. 🔶 Virginia Mateos, Director of Smile.CX Academy and Global Head of Marketing and Communications at Covisian Group. 🚀 Classes start in September! Reserve your spot here! 👇 https://lnkd.in/e_rJU8xg #SmileCXAcademy #executiveprogram #DigitalInnovation #AI #GenAI

🚀 Do you want your #StartUp to make a real impact? Are you hungry for growth? That’s what you need: 𝗦𝗺𝗶𝗹𝗲 𝗖𝗫 𝗔𝗰𝗰𝗲𝗹𝗲𝗿𝗮𝘁𝗶𝗻𝗴 𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻, a unique opportunity for startups in Latin America in the fields of #CustomerManagement and #CustomerExperience! 👉 Send your application here: https://lnkd.in/eZVEBpe4 #SmileCXAccelerating Innovation #MakeNoLittlePlans #Call4Startups #CustomerManagement #CustomerExperience

The goal of Covisian’s 𝗦𝗺𝗶𝗹𝗲 𝗖𝗫 𝗔𝗰𝗰𝗲𝗹𝗲𝗿𝗮𝘁𝗶𝗻𝗴 𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻 is to offer to the winning #StartUp a fast track to commercialization of their technology.  At Covisian, we believe that innovation is meaningful if it can make people's lives easier. Through the 𝗦𝗺𝗶𝗹𝗲 𝗖𝗫 𝗔𝗰𝗰𝗲𝗹𝗲𝗿𝗮𝘁𝗶𝗻𝗴 𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻 program, we support #StartUps that best fulfill this vision in the #CX industry. Don't miss your chance to make a difference! 🚀 Send your application here: https://lnkd.in/eZVEBpe4 #SmileCXAcceleratingInnovation #MakeNoLittlePlans #Call4Startups #CustomerManagement #CustomerExperience

Managing millions of daily interactions across multiple channels demands advanced tools and highly trained agents to ensure high-quality #customerservice. Covisian's approach integrates the human touch with #AI and cutting-edge technology, creating a seamless and efficient #customerexperience. Andrea Fileccia, Group Head of Special Projects at Covisian, explains: “We use technology to enable people to do their jobs better, more effectively, and more efficiently”.  Recently showcased at an event in Milan, our Smile.CX platform exemplifies this philosophy. 👉 Read the full article here: https://lnkd.in/dyAypWjX #CXOperations #Innovation #Technology #ArtificialIntelligence 

“Many predict that in the future, 80% of calls will be managed by #AI. Our solution proposes a different model where 100% of calls are managed by humans and bots together” quotes Fabio Sattolo, Chief People and Technology Officer at Covisian, in a recent interview with Sheri G., Managing Partner of CrmXchange. Let's deepen the conversation 👇 💡 𝗛𝗼𝘄 𝗰𝗮𝗻 𝗔𝗜 𝗿𝗲𝘃𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝗶𝘇𝗲 𝗖𝗫 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀 𝗶𝗻 𝗮𝗻 𝗲𝘁𝗵𝗶𝗰𝗮𝗹 𝘄𝗮𝘆? Covisian’s strategy merges human expertise with advanced technology to enhance customer experience while maintaining control and reliability. In this interview, Fabio Sattolo explores the challenges and innovations surrounding AI integration in #customerservice, and Covisian’s integrated approach. 🤝 𝗛𝗼𝘄 𝗱𝗼𝗲𝘀 𝗖𝗼𝘃𝗶𝘀𝗶𝗮𝗻 𝘂𝘀𝗲 𝗔𝗜 𝘁𝗼 𝗮𝘀𝘀𝗶𝘀𝘁 𝘁𝗵𝗲 𝗮𝗴𝗲𝗻𝘁? Covisian has integrated several #technologies, and #artificialintelligence is used for 3 main activities: 1️⃣ AI can have 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻𝘀 with the final customers to meet their needs; 2️⃣ AI can act as a 𝗰𝗼-𝗽𝗶𝗹𝗼𝘁, providing real-time hints and suggestions to the agents; 3️⃣ AI is used for 𝗮𝗻𝗮𝗹𝘆𝘁𝗶𝗰𝘀, helping ensure the agent has communicated everything necessary to the customer. 👀 𝗪𝗵𝗮𝘁 𝗵𝗮𝗽𝗽𝗲𝗻𝘀 𝗶𝗳 𝘁𝗵𝗲 𝗮𝗴𝗲𝗻𝘁 𝗶𝘀 𝗵𝗮𝗻𝗱𝗹𝗶𝗻𝗴 𝗺𝘂𝗹𝘁𝗶𝗽𝗹𝗲 𝗰𝗼𝗻𝘃𝗲𝗿𝘀𝗮𝘁𝗶𝗼𝗻𝘀? Covisian’s Smile.CX hybrid model allows agents to oversee AI interactions, stepping in when necessary to ensure customer satisfaction. How? 👉 Read the interview here to learn more: https://lnkd.in/d6SQXxRH

At Covisian, we believe that the integration of Human&AI is key to an integrated model where the support of #GenAI can simplify and enhance the work of consultants and increase customer quality and satisfaction. At the Enel Group Retail Convention #AmbiziONE2024, Vincenzo Trotta, Customer Experience Manager at Covisian, explained how our new platform, Smile CX Pro, is the responsible way to introduce #AI with full control of #CX and perfect balance ⚖️ between human intelligence and generative artificial intelligence.  AI has become an indispensable tool not only for improving business process efficiency but also for enriching the #CustomerExperience. We will continue to work to provide solutions that not only improve efficiency 🚀 but also enrich every human experience, pursuing our mission of "Building an easier world."

At Covisian, we believe that the integration of Human&AI is key to an integrated model where the support of #GenAI can simplify and enhance the work of consultants and increase customer quality and satisfaction. At the Enel Group Retail Convention #AmbiziONE2024, Vincenzo Trotta, Customer Experience Manager at Covisian, explained how our new platform, Smile CX Pro, is the responsible way to introduce #AI with full control of #CX and perfect balance ⚖️ between human intelligence and generative artificial intelligence.  AI has become an indispensable tool not only for improving business process efficiency but also for enriching the #CustomerExperience. We will continue to work to provide solutions that not only improve efficiency 🚀 but also enrich every human experience, pursuing our mission of "Building an easier world."