25 October 2023

Maps Group renews collaboration with RAI: two multichannel contact centers to be provide

RAI has renewed its service contract with Maps Group until 2025, provided through its Maps Lab Business Unit, for the provision of two operator-staffed contact centers. One is dedicated to RAI’s internal helpdesk for its employees, and the other is reserved for external users.

Thanks to the Maps Lab business unit, the Group operates beyond the reference macro-trends in an Open Innovation context, addressing specific needs of large enterprises through tailor-made products or solutions.

The service, which includes active phone assistance 7 days a week, 24 hours a day, is delivered through the proprietary Sm@rtWelcome platform, a Multichannel Call Center system that manages traditional phone and VoIP calls, reducing the number of lost contacts and streamlining the activities of the staff involved.