• The award recognizes the excellence of the work carried out between the company and Vodafone.

Madrid, July 16th 2020.- GSS Covisian Group, leader in Spain and Latam in business process outsourcing services and innovative contact center solutions has been awarded the Platinum Contact Center Award for the Best Strategy in Customer Experience B2B.

This recognition rewards the application of knowledge and creativity of both the people of the organization and customers, in the definition, development and implementation of processes to improve the customer experience and services

The Platinum Contact Center Awards, organized by the Contact Center Hub, a content platform specialized in the customer service sector, recognize the work carried out by companies in the sector in Spain.

GSS Grupo Covisian and Vodafone have won the award by presenting a totally different customer service model (both for companies and individuals). It is a recognition of the joint work between the two companies, to analyze and propose reinforced actions that agents can use in interaction with each type of client.

César López, CEO of GSS Grupo Covisian for Spain and Latin America, has thanked Vodafone’s teams of individuals and companies for the trust vested in GSS Covisian Group for the execution and development of their new customer relationship business models “These are unique models in Spain, which differentiate the relationship with the customer in the segment of individuals and companies. These models integrate Vodafone technology with the own technology of GSS Covisian Group, specifically the Sparta IA platform, based on Artificial Intelligence”.

In short, according to César López, “they are models that fully align the operational KPIs with the relevant KPIs in the Vodafone income statement. This has allowed us to add value to each of the interactions with the client”, said López.

For her part, María Babé, Head of SOHO Segment at Vodafone, highlighted that “it is a recognition of a different way of doing things, a new model and a completely innovative new customer experience in the market. This would not have been possible without a great ally like GSS Grupo Covisian”.

According to Javier Noguera-HO Service and Sales Platforms Consumer Business Unit at Vodafone, “we have carried out a profound transformation of the customer service and sales model with two objectives: maximum customer satisfaction and operational efficiency. It is a brave model and one that we firmly believe will be a benchmark in the market”.