WhatsApp, chat and calls in one company inbox
We analyze how you serve customers across channels, help you choose the platform and connect it to your CRM and help desk.
36questions, 9 minutes and your result at the end
Signs your company needs one
- Each agent handles WhatsApp from their own phone
- Nobody measures how long the first reply takes
- Out-of-hours messages go unanswered
- Conversations are not saved in the CRM
- Customers repeat their case whenever they change agent
- WhatsApp campaigns go out without approved templates
Company profile for contact center, and when it is not a fit
Good fit
- You serve customers over WhatsApp, phone, chat and email with several agents.
- Agents use their own phones or a shared account.
- You do not know the first-response time or why customers get in touch.
Poor fit
- You get few messages and one person handles them: WhatsApp Business can be enough.
- Requests are tracked over days with deadlines: a help desk is the right fit.
- There are no service hours or owners: the team gets organized first.
The cost of staying as you are
Customers who leave with the agent
If the conversation lives on a personal phone, the customer relationship leaves when the agent resigns.
Unanswered messages
With no shared inbox or hours, night and weekend messages are answered late or never.
A blocked number
Bulk sends without the official API or approved templates can end with the company number blocked.
Contact center analysis in four steps
Process and data first, the tool second. Each step ends in a deliverable you review.
One week of conversations
We measure volume by channel, first-response times and contact reasons with a real sample.
Service rules
We define hours, routing by topic, saved replies and when a bot hands over to a person.
Platform and channels
We compare platforms against your channels, volume and CRM, including the official WhatsApp Business API.
Integration and measurement
We connect the inbox to the CRM and help desk, and set up the response-time and reasons dashboard.
Your company's inputs to the contact center project
The list is confirmed at the first meeting and adjusted to your case.
Data
- Current channels and numbers, with their volume
- Contact reasons and frequent answers
- Service hours and routing rules
People
- A supervisor who sets queues and shifts
- Two agents for testing
Access
- WhatsApp Business API or telephony provider account
- Access to the CRM or help desk
Contact center assessment, selection and integration
We assess, choose with you and integrate
Scope
We analyze your channel-based service, help you choose the platform and connect WhatsApp, web chat and calls to your CRM and help desk. The contact center platform is implemented by its provider; we take care of integration and routing rules.
Service assessment
Volume, times and reasons by channel, with written service rules.
Platform selection
Comparison of options by channels, cost per agent and connection to your CRM.
CRM and help desk integration
Conversations on the customer record, tickets and opportunities from chat, and an assistant that hands over to a person.
Market options for contact center
In no order of preference. The choice comes from your requirements, your budget and the systems you already have.
Odoo Live Chat, WhatsApp and VoIP
Odoo includes Live Chat, WhatsApp through the official API and VoIP, on the same database as the CRM and help desk. It fits when volume is moderate and the company uses Odoo; for large operations, compare with specialized platforms.
Other platforms we assess
- Genesys Cloud CX
- Five9
- Twilio Flex
- Zendesk Suite
- Talkdesk
- Amazon Connect
Selection criteria
- Official WhatsApp Business API and templates
- Connection to your CRM and help desk
- Cost per agent and per conversation
- Time reports based on service hours
Contact center limits and ways to cover them
The platform does not answer for the team
Hours, queues and frequent answers are defined before connecting channels.
WhatsApp restricts messages the company starts
Approved templates are used and customer consent is recorded.
The contact center platform is implemented by its provider
We assess, help you choose and connect conversations to the CRM and help desk.
Connections between contact center and other systems
Customer relationship management
Each conversation is saved on the customer record.
See the systemHelp desk and customer support
A complaint in the chat becomes a ticket with a deadline.
See the systemArtificial intelligence and agents
An assistant answers repeat questions and routes the rest.
See the systemSurveys and voice of the customer
A satisfaction question when the conversation closes.
See the systemMarketing automation
Campaign replies reach an agent.
See the systemContact center assessment: 36 questions, 9 minutes
This assessment measures how your company receives, routes and records WhatsApp, web chat, email and call conversations. The questions cover queues, history, handoffs, CRM cases, response times and template control.
Scored dimensions
- Queues and routing rules. It checks how each incoming conversation is assigned to a queue or agent, inside and outside business hours.
- History and saved replies. It checks whether the agent sees the customer's previous conversations across all channels and whether frequent replies have an owner.
- Omnichannel inbox and handoffs. It checks whether WhatsApp, web chat, email and calls are handled in a shared inbox and whether handoffs between bot and agents keep the context.
- Cases in CRM and helpdesk. It checks whether a conversation creates the ticket, opportunity or service order in the CRM or helpdesk, with the contract SLA.
- Response times and contact reasons. It checks whether first response time, the reason for each conversation and closing satisfaction are measured.
- Templates, access and quality. It checks control over company-initiated messages, permissions on conversations and quality review of each agent.
What you receive
At the end you receive your channel service level and the gaps by dimension. Each gap names the first rule or integration to define before choosing a platform.
17 scored questions and 14 context questions (type of operation, size, current system). Context questions are not scored: they let us read the result against similar operations.
Free of charge. Only Diego Muñoz sees your answers.
Common questions about contact center
If your question is not listed, Diego answers it on WhatsApp during Lima business hours.
We analyze, help you choose and connect the platform to your CRM and ERP. Full configuration is done by the provider or its partner.
It works with a single agent. With several, the official API allows a shared inbox, history per customer and approved templates.
No. It answers repeat questions and passes the rest to a person, with the conversation's context.
The online assessment and the 30-minute review with Diego are free and carry no commitment.
Only Diego Muñoz sees them, to prepare the review. They are not shared with third parties or used for bulk mailings.
Review your case with Diego in 30 minutes
Diego Muñoz replies in person, on Lima time. If you have taken the assessment, he comes with your answers already read.
WhatsApp +51 919 488 260 · damunoz@dmunozgroup.com