Empruntis Empruntis, a brand of the Panoranet Group, uses Kiamo to improve the profitability of its contact center

Empruntis’ sales service is organized around 5 main departments: real estate credit, consumer credit, debt consolidation, insurance and professional credit. These 5 departments comprise around 100 advisers dedicated to processing requests from various prospects. The objective of these departments is to satisfy all requests by establishing a close productive relationship with the various contacts.

For example, Empruntis receives an average of 800 000 requests from prospects every year. Empruntis is highly vigilant when it comes to managing requests, providing quality advice and ensuring administrative follow-up of case files, as well as first contact wait time for an inbound contact.

Empruntis was therefore looking for a solution that would meet its various requirements, while giving advisers the means to fully satisfy the inbound and outbound requests. The Kiamo solution quickly became the obvious choice due to its native support for multi-channel interactions and its intuitive interface for both managers and advisers.

Moreover, Kiamo is a scalable solution that supports the development of Empruntis and constantly improves the possibilities offered to users with each new version.

Kiamo is mainly responsible for managing the inbound and outbound calls. Distributions mechanisms were set up so that inbound calls could be directly connected to the dedicated adviser. For outbound calls, a system has been set up to minimize the time wasted by the advisers, by detecting wrong numbers, faxes or answering machines. Kiamo then automatically leaves the right message on the contact’s answering machine, depending on the progress made on the case file. Empruntis managers also use real-time supervision and recording to optimize adviser productivity.

Kiamo software integrated perfectly into the existing Empruntis environment, without having to adapt the telephony solution or IT system. Kiamo was therefore successfully interfaced with several other applications and software used by Empruntis to manage customer relations. Empruntis uses the APIs provided by the Kiamo solution, but a web services system has also been set up. In the end, users – whether IT specialists or not – could handle all aspects of the software totally efficiently and independently, after just a few days of training.