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Number of customer calls treated

Number of customers reconnected

Videlica Intelligent Virtual Queuing

Our technology is more than just a call-back. It’s Intelligent Virtual Queuing. We don’t impact Average Handle Times, there’s no agent intervention and it’s all underpinned by patented algorithms that offer predictable wait times.

Videlica Omni Channel Solutions

Expanding our core technology for the voice channel, we allow companies to expand their contact centre out across multiple channels, be that mobile, web, retail, SMS or even wearable devices.

Actionable Insights

Big Data, Small Data. What to do with it? Our solutions give enterprises actionable insights and the ability to have a real-time view of activity and information across all channels of customer interaction. Using our “What if” analysis, you can keep your contact centre finely tuned based to ensure you deliver on your SLAs at periods of unexpected call demand.

Across 13 countries we deliver the following benefits

%

Reduction in abandoned calls

Typical Payback in months

Second average reduction in talk time

%

Increase in average speed of answer

Global Brands rely on Videlica to improve customer experience

Deployed across six of Vodafone’s key EMEA markets, the Videlica offering has demonstrably changed how Vodafone treats its customers when there are periods of unavoidable peaks of voice traffic that lead to delays in speaking with an agent. Our customers are happier as they don’t have to wait on hold, start over and repeat their information. Videlica are now a well established global partner to Vodafone.

Mark Hooper

Head of Global Customer Operations Delivery, Vodafone Group

From the day we implemented the Videlica solution it has improved our contact centre metrics with a better than expected cost-benefit ratio. The technology has also greatly improved customer experience and satisfaction

Jorge Borda

Sitel de Colombia

During periods of high inbound call volumes, we must manage the commercial balance between wasted agent capacity and meeting customer demand but ensuring at all times that the customer call “is important to us”. Videlica’s solution has firmly established itself as a tool that increases the satisfaction and loyalty of our customers and importantly protects our brand as one that consistently delivers on its promises to its customers

Juan Pablo Mejia

Strategic Service Management, Telefonica LatAm