The journey of QubicaAMF: from traditional support to omnichannel service
Cluster Reply has transformed QubicaAMF's EMEA customer support with an intelligent, integrated, and multilingual Omnichannel Contact Center.
#Microsoft Dynamics Contact Center
#Copilot Studio
#Intelligence Artificielle
#CRM
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THE CHALLENGE
From vision to omnichannel transformation
The goal was clear: to transform an already solid service into a cutting-edge omnichannel experience, capable of combining operational efficiency and human connection. QubicaAMF aimed to evolve its EMEA technical support towards a more modern, integrated, and accessible model, able to meet the needs of increasingly connected and distributed customers.
Five strategic directives to achieve the goal
Initially, technical support was based on a non-integrated telephone structure, lacking automation and without digital channels for the EMEA area. There were no tools for multilingual management and prioritization of requests.
On this basis, a more fluid, intelligent, and omnichannel support model has been developed.
Thanks to the integration of voice, chat, and CRM, today operators can immediately access customer data and tickets, improving speed, personalization, and quality of the experience.
the solution
The strategy behind the transformation
Cluster Reply has designed and implemented an omnichannel Contact Center leveraging the capabilities of the Microsoft Dynamics 365 Contact Center, Copilot Studio and the infrastructure Azure Communication Services.
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One project, two souls
Voice
The new smart switchboard
Chat
The entry of digital in EMEA
Telephony has been migrated to Azure, integrated into Dynamics 365. Every call, VIP or standard, is now managed through a Copilot Voice Bot that recognizes the customer (via number or center code), detects the language, and directs the interaction to the correct queue (Scoring or Electromechanical). Calls are assigned to available agents based on a classification of the specific skills of the agents in linguistic and technical areas, thanks to an AI-based routing system.
A chat widget, integrated into the specific portals developed by Qubica for their clients, allows customers from around the world to contact technical support. Also in this case, a bot guides the interaction: it recognizes the user via email, identifies the center, and directs them to the correct queue. The chat supports real-time multilingual translation, providing a consistently inclusive service, allowing communication in any language and with any customer in their own language.
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Key features implemented
To enable this transformation, Cluster Reply has integrated a series of strategic features that combine artificial intelligence, automation and enhanced user experience.
THE BENEFITS
The main results obtained
The implementation has brought benefits concrete and measurable, revolutionizing the way QubicaAMF supports its customers in Europe and around the world.
It has been a long journey that started three years ago, with our first location in the United States, while the solution was still in development. Together with Cluster Reply and Microsoft, we have built this new era of modern technology to support business, aiming to improve service quality and increase customer engagement and satisfaction. New technologies and innovations are not always easy to implement, but the collaborative work done by our teams (business and IT) and suppliers has borne fruit, especially with this new implementation in the EMEA region, where the goal was more complex and challenging, but overall everything went very well. We have been persistent and optimistic, and together we have driven the project to success.
Sonia Belli
IT Director
IN SUMMARY
A journey of innovation and collaboration
The QubicaAMF project represents a virtuous example of how technology, vision, and collaboration can radically transform the customer experience. A journey that started with voice, enriched by digital, and guided by Cluster Reply towards a new frontier of European customer service.
QubicaAMF is a leading company in the global bowling industry, renowned for its innovative solutions and cutting-edge technology. Specializing in bowling equipment, scoring systems, and management software, QubicaAMF has solidified its position as a leader in the markets of automatic data acquisition and entertainment automation. With over 1,000 qualified professionals employed at various locations, QubicaAMF operates in numerous countries, with manufacturing facilities and service centers strategically located in key regions such as the United States, Mexico, Germany, the United Kingdom, Italy, and China. The headquarters are located in Bologna (Italy) and Richmond (Virginia).