Maestro

Pilipinas Teleserv pushes the services-capabilities envelope further with Maestro.

For companies to maintain the dominant share of their market in a highly competitive environment, it is crucial for them to know what their customers think and say about them and their products. The digital revolution has made it a necessity for companies to go beyond traditional business intelligence and relationship management methods in order to gain penetrating insight to improve customer satisfaction. In addition to face-to-face and voice interfaces, customers now expect companies to be able to respond to their concerns through multiple digital touch points.

MAESTRO captures and automatically tickets every single interaction — whether it be a post, a comment, a tweet, a message, an email, or an SMS— ascertaining that no customer concern is ever missed. An intelligent system, MAESTRO distributes work automatically across multiple customer service representatives and sees to it that all concerns receive responses within the turnaround times specified by our clients. Nothing is overlooked as supervisors have complete and total visibility of each agent’s workload and performance, guaranteeing quality service and accountability.