MST Holding is a benchmark in the Business Process Outsourcing (BPO) industry, standing out for offering innovative technological solutions that optimise the management of processes throughout the value chain. Its technological tools are designed to automate, improve operational efficiency and enhance both the customer and employee experience. With secure, robust and customisable omni-channel platforms, MST Holding is transforming the way companies manage their customer services in dynamic, demanding and unpredictable environments.
Technology Infrastructure: Robust Solutions for the Contact Centre
At the core of MST Holding’s solutions are tools designed to ensure that customer services are efficient, scalable and secure.
Run Channel: The Omnichannel Platform
Run Channel is a comprehensive technology solution that centralises the management of all communication channels, providing a seamless experience for both agents and customers.
Key features:
- Centralised management: From a single platform, multiple channels such as voice, chat, social media and email can be monitored.
- Decentralisation of work: It facilitates teleworking and the management of distributed teams, adapting to the current needs for work flexibility.
- Real-time monitoring: Enables real-time monitoring of call queues, equipment and metrics, ensuring proactive management of resources.
- Interaction control: Unify interaction history to deliver more personalised and consistent care.
Runtick: Efficient customer management
Runtick is a software designed to optimise the management of queries, complaints and requests through a ticketing system. This solution ensures that no request is lost and improves operational productivity.
Key benefits:
- Automated prioritisation: Tickets are organised according to urgency and severity, streamlining the resolution of critical issues.
- Real-time monitoring: Facilitates efficient monitoring of each case, ensuring that clients receive quick and clear updates.
- Personalised history: Each request includes the client’s complete history, allowing us to offer a service tailored to the client’s needs.
- Integrable: with our customers’ existing technologies.
Knowledge Management: Knowledge Base (Run Wiki)
Knowledge is a fundamental pillar to guarantee quality customer service. MST Holding knows this, and therefore integrates tools such as Knowledge Base (Run Wiki) that organise and provide structured access to information in real time.
Key benefits:
- Reduced response times: Agents can quickly access key information to resolve queries in an agile manner.
- Quality of responses: Provides standard and customised data, tailored to customer and service needs.
- First contact resolution: Reduces the need to escalate cases, improving efficiency and reducing waiting times.
- Increased customer satisfaction: Improve key metrics such as NPS (Net Promoter Score), CSAT (Customer Satisfaction) and CES (Customer Effort Score).
Run Assist: Generative Artificial Intelligence to Anticipate Needs
Run Assist – Knowledge Assistant Plus is a platform that combines artificial intelligence (AI) and natural language processing (NLP) to anticipate customer needs. Its ability to analyse data and contexts in real time allows it to provide proactive solutions before the customer makes a request.
Key applications:
- Proactive response to common queries.
- Intelligent suggestions to personalise customer interaction.
- Improved efficiency by reducing reliance on human agents for repetitive tasks.
Smart Automation: Run Bots
Automation is essential to reduce costs and optimise resources in high-demand environments. MST Holding uses virtual agents, such as Run Bots (Voicebots and Chatbots), designed with generative AI to handle simple, repetitive interactions 24 hours a day, 365 days a year.
Advantages:
- Continuous attention: They guarantee 24/7 accessibility, improving the customer experience.
- Optimisation of human resources: Agents can focus on high value-added interactions, while bots solve less complex queries.
- Cost reduction: By reducing reliance on human agents for repetitive tasks, operational costs are significantly reduced.
- Shorter waiting times: Automation eliminates bottlenecks in care, providing immediate responses.
Intelligent Quality Control: eAlicia Quality and Surveys
MST Holding takes quality control to another level with eAlicia Quality, a solution that uses advanced speech and text analytics to evaluate interactions in real time. This tool, powered by generative AI, ensures that companies can make decisions based on data, trends and common patterns.
Key benefits:
- Sentiment analysis: Identifies emotions and signs of dissatisfaction in real time, enabling immediate corrective actions.
- Scalability of audits: The sample of audited interactions increases from 1-3% to 100%, providing a broader and more objective view of agent performance.
- Optimisation of the incentive system: By having a larger and more objective sample, a fair remuneration for care teams is ensured.
- Real-time feedback: With eAlicia Surveys, companies can collect and analyse the voice of the customer, acting quickly to reverse potential dissatisfaction.
Training and Continuous Development: eAlicia LMS and University
Agent training is essential to guarantee a quality service. MST Holding uses the eAlicia LMS platform to manage training processes in a personalised, automated and dynamic way.
Key components:
- eAlicia University: eLearning platform that offers training in soft and hard skills, adapted to the needs of each client.
- eAlicia Bots: AI-powered systems that help train agents through hands-on simulations.
- Automation of training processes: Trainers can focus on strategic tasks, while the platform automates repetitive tasks.
Impact on the operation:
- Continuous improvement in the performance of agents.
- Reduction of errors and learning times.
- Increased customer satisfaction through more professional and efficient customer service.
MST Holding: Pioneers in the Digital Transformation of the Contact Center
MST Holding’s technology solutions demonstrate its commitment to quality, innovation and operational excellence. From omni-channel platforms such as Run Channel to generative AI automation solutions such as Run Bot, the company has designed an ecosystem that responds to current market needs, enhancing the customer experience and optimising business resources.
In an environment where efficiency and customisation are key, MST Holding is positioned as a strategic partner for companies seeking to transform their operations and achieve the highest level of competitiveness. With tools designed to guarantee quality, automation and continuous training, the company reaffirms its leadership in the BPO and customer service sector. In short, MST Holding offers not only technology, but a holistic vision that combines innovation, intelligence and efficiency, ensuring sustainable results and a superior experience for both customers and employees.