Contact Center

Contact Center

The Contact Center is the result of call center evolution, in view of integrating communication processes and evolved information systems.
The Cedacri Group can provide integrated services for the management of business with customers, designed to provide all activities required to govern the entire life cycle of the Customer-Bank relations, as defined in accordance with business objectives.

The distinguishing element of Cedacri Contact Center services is their modularity, which has been made possible by perfect integration between human resources and information systems able to manage multichannel features, integrating Call Center, Chat, e-Mail, Fax, Web Collaboration and Data & Desktop Sharing.

The distinguishing elements of our services are the following:

  • 24x7 availability
  • Multi-language management
  • Multichannel capability
  • Daily monitoring and reporting dedicated to the activity
  • Shared Service Level Agreements (SLAs)
  • Evolved Trouble Ticket system that allows procedures to be rationalized and automated
  • Quick start-up and flexibility of the management of demand volumes

Contact Center inbound
The integrated range of inbound Contact Center services features evolved management of the customer relation process, aiming at the creation of a single contact point using all state-of-the-art communication channels to support users.

The Cedacri Group can be an effective single provider for the design, development and management of the following activities:

  • Help Desk
  • Information Contact Center
  • Instruction Contact Center
  • Customer care
  • Assistance to the distribution network
  • Instruction services supporting e-commerce
  • Complaint Management
  • Sales Lead

Outbound Contact center
An effective process for the management of relations with Customers requires constant contact by the Company and preventive or remedial activities in accordance with the corporate business.
The Cedacri Group can support companies in outbound activities, with a number of services:

  • Welcome Call
  • Customer Acquisition Campaigns
  • Up-Selling and Cross-Selling campaigns
  • Retention and Prevention campaigns targeting the Customer Base
  • Quality and Customer satisfaction surveys
  • Soft Collection


  • Improvement of Customer Satisfaction
  • Creation of new business opportunities
  • Quick start-up and maximum flexibility of the management of demand volumes
  • Availability of totally customizable service, in terms of geographical location, operating hours and workflow management logics


See how Cedacri has been useful at Edison Energia.