As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. With 160,000 people around the globe – working from home or from one of their CX hubs – they securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints.Their award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.
When we began our partnership with Sitel Group (Qelp at the time) in 2018, the challenge was to provide our expertise in the front-end design architecture of the new online self-service platform. This platform was being built at the time with the goals of providing scalability, performance and, most importantly, customer agnostic.
After understanding the business requirements, the design architecture definition was started by implementing a point of contact to evaluate what architecture would best fit the platform needs. From there, the team made continuous changes until finding the perfect solution that which fit 100% the needs and constraints of the project. Using a mobile-first approach in order to guarantee that the end users could access the widgets from any device size, the minimum viable product (MVP) was launched in October 2021.
The greatest result of the project was providing ongoing and corrective support of the platform while earning trust with the customer and expanding into consultative services related to customer service and CRM support. Formerly: • the ability to start the beginning of the journey until the Go-Live and support our partner in this such important and strategic product by continuing provding the evolution and corrective support of the platform earning their trust through the expansion of our consultancy services for other areas with projects related to Customer Service and CRM (Zendesk and Salesforce).”
